Digital Solutions Customer Care Onboarding Rep

Who We Are:

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.  From Caterpillar heavy and compact construction equipment to on-highway trucks, we remain committed to learning more about our customers, offering equipment and support to keep up with their changing needs.  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 and will be travelling up to 70% or more of your days. This position covers the Georgia Southeast territory and includes the counties of: Appling, Bacon, Brantley, Bryan, Bulloch, Burke, Camden, Chandler, Charlton, Chatham, Effingham, Emanuel, Evans, Glascock, Glynn, Jeff Davis, Jefferson, Jenkins, Liberty, Long, Mcintosh, Montgomery, Pierce, Richmond, Screven, Tattnall, Telfair, Toombs, Treutlen, Ware, Wayne, and Wheeler. The home base for this position is Pooler, GA.

Major Tasks, Responsibilities, and Key Accountabilities:

• Run the onboarding playbook to meet and exceed Cat® metrics and Yancey goals. 
• Run plays in parallel with providing 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.
• Provide product and service information to customers. 
• 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, the desire to succeed, 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 collaborate effectively with others. 
• Must take initiative and ownership of tasks, responsibilities, and goals. 
• Must be able to complete tasks and goals from remote locations inclusive of the customer offsite locations, home based branch and any other branch locations in the reps territory.  
• Excellent communication skills, both verbal and written.  Excellent listening skills.  Strong telephone and follow-up skills. 
• The ability to meet or exceed deadlines. 
• Must be able to travel to customer locations around the region to execute in person onboarding sessions 1:1. 
• Proficient in Microsoft Office and CRM software.  Must be able to schedule and lead Teams virtual meetings for customers that choose a virtual onboarding session.
• Teamwork with all sales channels and operations.  Must be able to work in a team environment to interact with employees and all levels of the organization.  
• Strong problem-solving and conflict resolution abilities.  
• Ability to work in a fast-paced environment and multitask. 
• Time Management 
• Organization. 

Environmental Job Requirements

Environment:

• Most of your time will be spent in a climate controlled environment with possible noise and vibrations carried over from the shop.

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 and Yancey branches across your assigned territory.  

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.  Adaptability with communication styles and the ability to work both independently and in a team environment are essential to this position.