Digital Solutions Customer Care Onboarding Rep

Yancey Bros. Co.; Macon (GA); On-site; USD 35,000 - 65,000; Full time

Job summary

An established industry player seeks a Digital Solutions Customer Care Onboarding Rep to enhance customer experiences through effective onboarding sessions. This role involves significant travel, up to 70%, to engage with customers directly, ensuring they receive the best support for digital tools. The ideal candidate will excel in communication, problem-solving, and customer service, demonstrating professionalism and a strong sense of urgency. Join a company that values its employees and is committed to delivering exceptional service while being a key player in the digital transformation journey.

Qualifications

• 3-5 years of customer service experience preferred.
• Excellent communication and problem-solving skills are essential.

Responsibilities

• Provide in-person onboarding sessions for customers across the territory.
• Respond to customer inquiries via phone, email, and chat professionally.
• Act as a liaison to resolve customer inquiries efficiently.

Skills

Excellent communication skills

Problem-solving abilities

Conflict resolution skills

Organizational skills

Time management

Self-starter

Ability to work independently and collaboratively

Education

High school diploma or equivalent

Bachelor's degree preferred

Tools

Microsoft Office

CRM software

Job description

Digital Solutions Customer Care Onboarding Rep

Job Category: Support

Requisition Number: DIGIT004186

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• Posted: April 14, 2025
• Full-Time
• On-site

Locations

Showing 1 location

Location: 02-Macon-Machine
Macon EM
1025 Frank Amerson Parkway
Macon, GA 31216, USA

From Georgia. For Georgia. Since 1914 Yancey Bros. Co. has proudly served as the authorized Caterpillar equipment dealer for Georgia, providing our customers with the highest quality sales, parts, and service. This all starts with our greatest asset…our employees.

What You Will Be Doing:

As the Digital Solutions Customer Care Onboarding Rep, you will provide the best digital experiences on Yancey's digital tools for our machine and power systems customers by executing in-person, value-based onboarding sessions across the territory. You will be responsible for knowing the ins-and-outs of the business, our customers, processes, and systems to support our digital transformation journey.

In this role, you will be responsible for traveling directly to customers in your assigned territory, with travel up to 70% or more of your days. This position covers the Georgia Southwest territory.

Major Tasks, Responsibilities, and Key Accountabilities:

• Run the onboarding playbook to meet and exceed Cat metrics and Yancey goals.
• Provide best practices and lessons learned to assist with developing updated plays.
• Make calls to customers, quickly capturing their time and attention and guiding them to the 'yes' / selling mentality.
• Respond to customer inquiries via phone, email, and chat in a timely and professional manner.
• Sell the benefits and values of our digital tools.
• Resolve customer pain points and issues with empathy and efficiency.
• Act as a liaison between customers, sales, operations, etc. to route and/or resolve general inquiries.
• Stay up to date on company policies and products to provide accurate information to customers.
• Demonstrate a positive professionalism and the desire to provide a best-in-class customer experience.
• Provide onboarding coverage to other territories as needed based on volume and availability.
• Other duties as assigned and qualified.

Education/Experience:

• High school diploma or equivalent.
• Bachelor's degree from a four-year college or university (or related equivalent experience) preferred.
• 3-5 years of customer service experience preferred.

Required Qualifications/Skills:

• Must be a self-starter and work well independently and collaboratively.
• Excellent communication skills, both verbal and written.
• Strong problem-solving and conflict resolution abilities.
• Ability to travel to customer locations around the region to execute in-person onboarding sessions.
• Proficient in Microsoft Office and CRM software.
• Strong organizational skills and time management.

Physical:

• Able to lift, carry, and lower up to 15 lbs.

Travel:

• The majority of your time (70% or more) will be spent travelling to customer locations.

Who We Are Looking For:

To be successful in this position, you should be task-oriented with exceptional organizational skills and follow-up. Customer service, professionalism, and sense of urgency should be top priorities for you.

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities