Subject Matter Expert- Performance Team

The Subject Matter Expert is responsible for maintaining high standards of customer service for the clients of Orion. This position will work closely with other service team members to ensure the services received by the client are accurate based on the contract terms.

For External Candidates:
Candidates must work in-office at one of the following locations for at least 3 days per week: Omaha, NE; Lehi, UT; Sacramento, CA; Berwyn, PA; Hebron, KY; Chandler, AZ.

For Internal Candidates:
All internal employees, regardless of their current work arrangement (remote or in-office), are encouraged to apply.

Essential Functions of the Job

• Responds to customer requests via phone, email, chat in timely and professional manner.

• Provides training and best practice procedures to external clients on the Orion system.

• Leads face to face discussions and training during customer office visits and/or conferences.

• Provides assistance in testing functionality during scheduled build weeks.

• Maintains and upholds the standards which have been set for the Orion Service teams.

• Analyzes client requests and deduces and explores possible solutions or forwards request on to appropriate department following-through until resolution.

• Counsels advisors regarding best practices, policies and procedures, as well as providing advice on how to handle situations encountered or requests.

• Provides assistance in growing business with client by highlighting additional features which would benefit client’s overall package offering.

• Collaborates with other operations departments to research and resolve client issues and inquiries, following-through until resolution.

• Maintains an in-depth knowledge of the assigned Orion system team.

Skills Needed to Perform the Job

• Must be able to professionally speak with customers on the phone. 

• Proficient writing and grammar skills and an ability to respond to customers through chat and email.

• Ability to multi-task while maintaining careful attention to detail.

• Ability to work effectively both individually and within a team environment.

• Ability to work with a sense of urgency to meet deadlines and address competing priorities.

• Proficient skills with Microsoft Office software including Word, Excel, PowerPoint, and Outlook.

• Effective written, listening, and verbal communication skills.

• Effective problem solving and organizational skills.

Education Needed to Perform the Job

• Minimum of a high school diploma required.

• Bachelor’s degree in Business Administration or related field preferred.

• Obtain Orion Industry Certification.

    
Experience Needed to Perform the Job

• Prior experience in a customer service or technology related role preferred.

Salary Range:

The pay listed in this posting indicates the estimated pay at the time of this posting; however, may vary depending on geographic location, job-related knowledge, skills, and experience. In addition, Orion offers a competitive benefits package which includes health, dental, vision, and disability coverage on day one, 401(k) plan with employer match, paid parental leave, pet benefits including pawternity leave and pet insurance, student loan repayment and more.

About Us

At Orion, we achieve our best work when we support one another, staying personally accountable to each other and the clients we serve. We create a welcoming environment where everyone is respected, valued, and heard. Our commitment to create raving fans ensures we consistently exceed client expectations. Thinking differently is in our DNA—we innovate always, push boundaries, and reject the status quo to deliver transformative outcomes. Together, we support one another and see it through to success, driving our collective achievements and those of our clients.