Onboarding Associate

As an Onboarding Associate, you will be responsible for guiding restaurants through the entire onboarding process, from initial setup and training to ensuring they are fully equipped to manage orders and optimize their presence on our platform. You will provide restaurant owners with insights into the value of getting onto the Grubhub platform as quickly as possible to ensure they benefit from our partnership right out of the gate.  This role requires excellent communication and interpersonal skills, strong technical aptitude, and a passion for building strong relationships with our restaurant partners.

The Impact You Will Make

• Manage the end-to-end restaurant onboarding process; oversee all stages of onboarding, ensuring a timely and efficient experience for our partners.
• Configure accounts for integration and menu ingestion, checking for quality using a variety of internal tools. 
• Proactively reach out to restaurant owners daily to facilitate the onboarding of new accounts and troubleshooting integration onboarding issues with the goal of getting them live on the platform as quickly as possible.
• Work cross-functionally with multiple stakeholders including external integration partners, sales, operations engineering, integrations partnerships, and solutions consultants. You will collaborate with these teams to facilitate a positive onboarding experience, identify trends, and perform root cause analysis of issues and prevent them from occurring again. 
• Collaborate with restaurant owners to set up accounts for long-term success including scheduling photoshoots, confirming operating hours, and ACH and W9 collection along with any additional required information.
• Provide restaurant owners with insights into the value of getting onto the Grubhub platform as quickly as possible to receive more orders. 
• Align restaurant owners with our goals by expertly training them on the Grubhub platform and the integration partner’s capabilities along with how to use both companies’ products and services together. 
• Leverage both internal and external tools to streamline the workflow and collaborate with your peers to share best practices that will enhance the entire team’s performance.
• Learn and master the onboarding process for existing and new integration providers partnering with Grubhub. You will also provide valuable feedback and ideas, in order to improve existing processes.  

What You Bring to the Table

• High school diploma or equivalent working experience required
• 1-2 years of customer service experience. Experience working with restaurant owners is a major plus. Restaurant experience is also a plus! 
• Demonstrated ability in using computer and Windows PC applications, which includes strong keyboard and navigation skills and learning new computer programs.  Experience with Salesforce.com, Zendesk, or similar CRMs is a plus!
• Strong verbal and written communication skills; ability to communicate clearly, appropriately, and professionally to clients/internal audiences 
• Comfortable making outbound calls on the phone
• Expertise in problem-solving skills – identifying root causes, customer needs, and providing solutions quickly and efficiently in real-time
• Ability to multi-task duties as well as the ability to understand multiple products and multiple levels of benefits within each product
• Empathy and a genuine desire to help restaurant partners succeed on our platform
• Positive attitude, reliability with good attendance and punctuality, operational know-how, team spirit, and commitment to the job
• Be flexible while handling assignments and prioritize as needed by the business
• Passion and aptitude for working in a fast-paced and fast-growing environment