Customer Onboarding Specialist

Diesel Laptops - Irmo, SC

Full-time - Entry Level

Irmo, SC

Professional, Scientific, and Technical Services

About the position

At Diesel Laptops, we are dedicated to revolutionizing the commercial truck and off-highway vehicle repair industry. Since our inception, we have been committed to providing cutting-edge diagnostic tools, repair information, and world-class training to our clients. Our mission is to empower technicians and repair facilities with the knowledge and tools they need to efficiently diagnose and repair vehicles, ultimately reducing downtime and improving profitability. At Diesel Laptops, we pride ourselves on fostering a collaborative and innovative work environment where every team member is valued and has the opportunity to grow. The Customer Onboarding Specialist is responsible for ensuring that our customers have a smooth and positive experience during their onboarding process. This position requires working closely with customers to guide them through the initial set-up and activation of our products and services, and answering their questions addressing any concerns they may have along the way. Customer Onboarding at Diesel Laptops allows our customers to be provided with the necessary training, information, and skills needed to fully utilize their diagnostic tools. The Customer Onboarding Specialist plays a pivotal role in building relationships with our customers and ensuring that they are provided with outstanding customer support.

Responsibilities

• Communicate with customers via phone, email, and other channels to guide them through the onboarding process.
• Serve as a liaison between customers and internal departments, advocating for customer needs and ensuring timely resolution of issues.
• Evaluate and process claims related to customer hardware issues.
• Conduct follow-up calls or emails with customers post-onboarding to ensure they are satisfied with the product and address any additional concerns.
• Assist customers with product setup, activation, and purchase inclusions to ensure they have a clear understanding of how to use our software and hardware.
• Provide product demonstrations and training sessions to educate customers on the features and functionalities of our products.
• Address customer inquiries promptly and professionally, escalating complex issues to appropriate teams for resolution.
• Maintain accurate records of customer interactions and onboarding progress in the CRM.
• Gather feedback from customers regarding their onboarding experience and relay this information to relevant teams for continuous improvement.
• Stay updated on product updates, new features, and industry trends to effectively support customers during the onboarding process.
• Participate in training sessions and development opportunities to enhance product knowledge and customer service skills.
• Collaborate with the sales team to identify upsell opportunities based on customer needs.
• Assist in the development of onboarding materials, such as tutorials, FAQs, and user guides to facilitate self-service onboarding for customers.

Requirements

• High school diploma or General Education Degree.
• 2 years experience in a verified customer service role.
• Outstanding written and verbal communications skills as would be needed to communicate in person, by phone, and through email.
• Adaptability and flexibility to changing environment; comfortable working in a dynamic, high volume, fast-paced environment.
• Ability to read, write, evaluate, and apply information.
• Ability to interact professionally and exhibit appropriate social skills.
• Ability to maintain confidential information and professional boundaries.
• Ability to work under pressure.
• Proficient in MS Office.

Benefits

• Competitive salary and benefits package.
• Opportunity to work with a passionate and innovative team.
• Career growth and development opportunities.
• Collaborative and dynamic work environment.