Onboarding Specialist

Paid holidays and flexible, take-it-as-you-need-it scheduled time off

A culture built on innovation that values big ideas, no matter where they come from

Role Overview:

As a Specialist, Onboarding, you are a professional who thrives in ensuring a seamless and positive onboarding experience for our service professionals (our Pros) to our platform. You are responsible for coordinating and facilitating customer onboarding, while providing exceptional customer service and answering Pros' questions and concerns.

As the dedicated and primary point of contact during the most critical window post-enrollment, you take ownership of the Pro experience, guiding them through early adoption, building confidence, and ensuring they realize value quickly. You bring a proactive approach to addressing challenges, empathy, and problem-solving skills to help better our team and improve the lives of our Pros. You operate with an ownership mindset, acting as a continuation of the sales experience by reinforcing the value of HCP and ensuring Pros feel confident they made the right decision.

Our team is passionate, empathetic, hard working, and above all else focused on improving the lives of our Pros. Our success is their success.

What You Do Each Day:

Own relationship during initial onboarding phase for new Pros including account activation and transition, adoption and product utilization, relationship building, and delivery of product and service value

Serve as the primary and dedicated resource for Pros during their early lifecycle, ensuring a smooth transition from sales through onboarding

Reinforce and “resell” the value of HCP, helping Pros build confidence in their decision and driving early product adoption

Effectively communicate client information, trends, and feedback across teams (i.e. Sales, Marketing, Engineering, and Tech Support)

Partner cross-functionally to support Pro success, especially collaborating with Account Managers to mitigate risk, drive retention, and ensure long-term growth

Develop, prepare, and nurture our Pros for advocacy, using a consultative and empathetic approach

Identify opportunities for expansion, recommend areas for improvement, and proactively look for ways to better our Pros experience

Manage details, timelines, and action to drive efficiency

Improve our Pros opportunities by leveraging qualitative and quantitative analysis

Develop processes that distinguish our brand by exceeding customer expectations in support delivery

Eloquently troubleshoot technical issues, have deep product knowledge, and think outside the box for solutions

Qualifications:

1-3+ years experience in full-time customer success, implementation or sales

Bachelor's degree or equivalent experience in a related field

Proven success in developing relationships with new customers and exceeding success metrics

Ability to work the scheduled shifts: Monday - Friday 11am-8pm PST

Advanced English proficiency

What Will Help You Succeed:

Self-starter with motivation, drive, and ability to work in a fast paced environment

Strong problem solving skills

Excellent written and verbal communication skills

Prompt attention to detail

Strong time management and organizational skills

Experience using AI tools to increase quality and efficiency of work

A natural curiosity backed by action; you are multi-dimensional (volunteering, creative outlets, side projects, hobbies, athletics), with a proven ability to successfully start over, learn from scratch, and thrive in new environments

Location Dependent Information

This role is open to candidates and the expected compensation range for this role is $25,450-$28,500 annual OTE (includes range of $19,750-$22,800 base plus variable bonus). The specific rate for the successful candidate will be determined based on permissible, non-discriminatory factors such as skills, experience, and geographic location. Housecall Pro is growing fast and we’re scaling our team to help enable and accelerate our growth.