EverPro - Customer Onboarding Associate

EverCommerce (Nasdaq: EVCM) is a leading service commerce platform, providing vertically-tailored, integrated SaaS solutions that help more than 690,000 global service-based businesses accelerate growth, streamline operations, and increase retention. Its modern digital and mobile applications create predictable, informed, and convenient experiences between customers and their service professionals. With its EverPro, EverHealth, and EverWell brands specializing in Home, Health, and Wellness service industries, EverCommerce provides end-to-end business management software, embedded payment acceptance, marketing technology, and customer experience applications. Learn more at EverCommerce.com. 

We are building an extraordinary company and looking for talented, energetic, and motivated people to join our team. You can learn more about our Company, Culture and Values here: https://www.evercommerce.com/about-us/careers/ 

The EverPro Payment Operations team is looking for a Customer Onboarding Associate to support the enrollment and onboarding process for all new customers. EverCommerce Payment Solutions and our industry-leading payment gateway, PaySimple, is the leading provider of payment management solutions for over 20,000 SMBs. Our APIs and SaaS products provide payment acceptance, billing automation, client management, ecommerce, mobile, and point-of-sale solutions tailored to the needs of service-based businesses. 

In this role, you will be working with small business owners who need a merchant account to collect online payments through our integrated SaaS solutions across a variety of industries. The Customer Onboarding Associate will be responsible for application fulfillment, which includes ensuring all new customers provide the required documentation to be approved for a merchant account. You will work closely with our Sales, Customer Success, and Customer Care teams, along with our payment processors, to ensure a smooth and efficient onboarding experience for all new customers.  

Responsibilities: 

• Manage and prioritize a pipeline of SMB customer applications for software and payment processing. 

• Work as a liaison between our prospective customers and our payment processors via proactive phone and email outreach. 

• Communicate cross-functionally with Sales, Customer Success, Customer Care, as well as the prospective merchant and our payment processing partners, to gather, prepare, and submit documentation prior to and throughout the underwriting process. 

• Place outbound calls to prospective customers to acquire documents and business information necessary in enabling them for payments. 

• Help reduce churn of new merchants via proactive communication and support to create a positive merchant experience.  

• Set expectations, consult with prospective merchants, and seek solutions to customer concerns and challenges. 

• Ensure customer onboarding questions are answered, and requests are fulfilled in a timely manner. 

• Play a key role in accelerating onboarding and application completion to drive total payment volume and revenue growth. 

• Passionately support our commitment to create an outstanding experience for all customers. 

Skills and Experience needed for success in this role: 

•    Bachelor’s Degree 
•    1-2 years of experience in software support or sales  
•    Extreme attention to detail with a strong sense of ownership 
•    Hunter mentality, desire to improve conversion metrics 
•    Reliable, strong work ethic and ability to follow a process rigorously, methodically, and independently 
•    Confident, self-motivated problem solver – ability to research solutions and learn independently 
•    Excellent phone presence and strong professional writing skills are required 
•    Comfortable working in a fast-paced, high-growth, rapidly changing environment and can handle juggling several tasks at once 
•     Ability to build rapport and trust with our customers, while navigating challenging customer situations, with a focus on providing an exceptional customer experience. 

•    Salesforce experience a plus 

•    Stripe experience a plus 
•    Underwriting experience in the financial industry a plus 

Where:  
The EverCommerce team is distributed globally, with teams in the U.S., Canada, the U.K., Jordan, New Zealand, and Australia. With a widely distributed team, we are used to working remotely across different time zones. This role can be based anywhere in the United States – if you’re close to one of our offices, we can set you up in-office or you can work 100% remotely. Please note that you must be eligible to work without sponsorship to qualify for this position, and this role may require travel to our Corporate Headquarters in Denver, Colorado, or to other office locations around North America.  

Benefits and Perks: 

• Flexibility to work where/how you want within your country of employment – in-office, remote, or hybrid 

• Robust health and wellness benefits, including an annual wellness stipend 

• 401k with up to a 4% match and immediate vesting 

• Flexible and generous (FTO) time-off 

• Employee Stock Purchase Program 

Compensation: The total base pay range for this position is $22-24 USD per hour in most US locations. Final offer amounts are determined by multiple factors including location, local market variances, and candidate experience and expertise, and may vary from the amounts listed above.