Partner Onboarding & Experience Specialist Remote

The Partner Onboarding and Experience Specialist (POES) plays a vital role in the Partner Experience Department by managing administrative and onboarding tasks, and ensuring that all partners produce professional images and scans that meet our expectations and provide an excellent customer service experience for agents and homeowners onsite. Responsibilities include overseeing photography partners within an assigned region, offering feedback on images and scans during the partner's lifecycle with Virtuance, setting expectations for the onsite experience, as well as supporting administrative duties for both new and existing partners. The POES ensures smooth onboarding processes and contributes to maintaining strong partnerships within the organization. Reports to: Partner Experience Manager (PEM) Salary: $43,000-48,000 MAIN JOB TASKS AND RESPONSIBILITIES Management and accountability tasks to support the Partner Experience Team to include but are not limited to: Partner Onboarding and Certification: Manage partners within assigned region throughout the certification process, ensuring thorough training from paperwork initiation to certification completion. Review practice shoots and test scans, providing clear, concise, and constructive critiques for each product. Ensure partners adhere to onboarding timelines for assigned clearances. Follow up with onboarding partners to ensure timely progression meeting SLAs. Provide assistance and address partner queries during certification courses. Assess partner readiness for product clearance based on practice shoots. Various Administrative Tasks and Projects: Support the Partner Experience Manager (PAM) with diverse projects and administrative tasks as they emerge. Collaborate with fellow members of the photography team to address Partner Experience inquiries and keep the team informed on ongoing projects. Fulfill any other duties delegated by management as required. Partner Support and Culture: Ensure our awesome company culture extends to the applicants and partners in the field Ensure applicants and partners feel heard, valued and supported in the field Follow up on urgent issues with partners in the field Review and follow up on partner violations and monitor reporting Provide coaching via phone call or image critique to partners when improvement is needed. Communicate with partners to help make sure they are consistently following the procedures for successful shoots and can handle themselves professionally and client-centric way onsite. Partners feedback is consistently reviewed, addressed and action is taken if needed. Report to the Partner Experience Manager any red flags or critical behavior, interactions or communication with photographers that require management attention. Monthly/Annual Tasks: Review the number of partners in the certification process regularly to ensure alignment with the goals of the Partner Experience Department. Complete periodic reviews with existing partners to ensure our standards are continuously upheld. Check in with partners within your region periodically to build and retain a positive partnership. Review clearances within your market and internally recruit partners to take on additional clearances when needed. Maintain accountability for achieving cleared certification numbers as set forth by departmental objectives. Review client feedback within your regional and use that information to help partners maintain high client satisfaction. SKILLS Recruiting and Leadership Experience: Recruiting experience preferred but not required 2 years of experience in a lead or management role is preferred Photography Experience: Photography experience required Customer Service and Communication Skills: 2 years of customer service experience is necessary. Ability to listen attentively to identify the root cause of issues and communicate solutions empathetically to ensure partners feel understood and supported. Exceptional written and verbal communication skills are essential. Demonstrated passion for delivering outstanding customer support to partners, and internal staff. Capacity to handle a range of partner emotions, including frustration, boredom, excitement, and stress, with patience and empathy, even in high-pressure scenarios. Prioritization and Time/Task Management: Ability to prioritize assigned daily tasks while providing assistance with daily partner support issues as they arise. Demonstrate a sense of urgency in resolving issues when necessary. Display proficiency in prioritizing tasks based on urgency and importance. Master the skill of allocating time effectively to manage the balance between team tasks and field and time management. Problem-Solving Skills: Ability to actively listen to partner needs, concerns, challenges, and successes, and take appropriate action. Commitment to upholding all of Virtuances Core Values consistently. .