Customer Onboarding Specialist

HEPACO (www.hepaco.com) is the premier environmental and emergency services company in the Eastern United States with coverage across 40+ regional locations. We specialize in emergency response, remediation, and industrial, marine, and waste services. HEPACO services a multitude of industries including transportation, utilities, energy, environmental consultants, industrial facilities, terminals, environmental service companies, general contractors, property owners, and the public sector through our Environmental and Remediation Services divisions.

As a subsidiary of HEPACO, ERTS (www.ertsonline.com) provides 24/7/365 emergency spill response management nationwide to the transportation, oil and gas, chemical, manufacturing, retail, and insurance industries. We provide a complete turnkey service managing environmental affairs involving emergency spill response, remediation, regulatory reporting, and waste management. To provide coverage to all North America, we utilize a network of qualified pre-screened network contractors with preferred negotiated rates and discounts. One call puts the ERTS client in contact with our trained and experienced project management staff who are capable of meeting ERTS clients’ spill response or waste management needs.

We specialize in emergency response, remediation, and industrial, marine, and waste services. HEPACO services a multitude of industries including transportation, utilities, energy, environmental consultants, industrial facilities, terminals, environmental service companies, general contractors, property owners, and the public sector through our Environmental and Remediation Services divisions.

Overview

The Customer Onboarding Specialist plays a critical role in ensuring a seamless and positive experience for new customers. This role involves working closely with customers to guide them through the onboarding process, provide product demonstrations, and address any questions or concerns they may have. The Customer Onboarding Specialist serves as the primary point of contact for new customers, ensuring their successful adoption and integration of our products or services.

This is an onsite opportunity in our ERTS office located at 11231 Philips Industrial Blvd Ste 300, Jacksonville; FL 32256

Key Responsibilities

• Guide customers through the onboarding process, providing step-by-step instructions and personalized support.
• Conduct product demonstrations to showcase the features and functionalities of our products or services.
• Collaborate with cross-functional teams, such as Sales, Product, and Support, to ensure a smooth transition from sales to onboarding.
• Develop and maintain a deep understanding of our products or services to effectively address customer inquiries and provide accurate solutions.
• Identify and anticipate customer needs, proactively offering solutions and recommendations to enhance their onboarding experience.
• Troubleshoot technical issues and coordinate with the appropriate teams to resolve customer concerns in a timely manner.
• Monitor customer progress and adoption rates, identifying areas for improvement and implementing strategies to drive customer success.
• Maintain accurate and up-to-date customer records and documentation, ensuring all interactions are properly logged.

Required Skills & Experience

• Excellent communication and interpersonal skills, with the ability to build rapport and establish positive relationships with customers.
• Strong problem-solving and critical-thinking abilities to effectively address customer challenges and provide solutions.
• Proven organizational and time management skills to handle multiple customer onboarding projects simultaneously.
• Ability to work independently and as part of a team, collaborating with various stakeholders to achieve common goals.
• Proficiency in using customer relationship management (CRM) software and other relevant tools to manage customer interactions and track progress.
• Adaptability and flexibility to thrive in a fast-paced and dynamic environment, adjusting strategies as needed to meet customer needs.

Desired Skills & Experience

• Previous experience in customer onboarding, customer success, or related roles is preferred.
• Familiarity with SaaS (Software as a Service) products or services is highly desirable.
• Experience in providing customer support or technical assistance is a plus.
• A bachelor's degree in business, marketing, or a related field is preferred.

Working Conditions

Customer Onboarding Specialist will work both in a typical office environment (sitting at a computer for an extended period of time) and may require travel to customer locations when necessary.

More about HEPACPO and ERTS

Our distinction is our strong focus on quality, safety, and customer service. Throughout our history, HEPACO personnel have led the industry with new methods and approaches. Our motivated team consistently exceeds industry standards in all aspects of our work. We offer state-of-the-art remediation technologies, equipment, and a staff dedicated to a unique standard of excellence in environmental cleanup.

Be a part of the HEPACO Difference!

• Weekly pay, competitive PTO program and company-paid holidays
• Opportunity for overtime and emergency response premium pay
• Medical, Dental, Vision, Life & Disability insurance options
• 401k plan with company matching contributions
• Professional Training & Education Assistance Program
• Wellness benefits and LifeMart employee discount program

HEPACO is an equal opportunity employer. We do not discriminate against applicants due to race, ancestry, color, sexual orientation, gender identity, national origin, religion, age, physical or mental disability, veteran status, or on the basis of any other federal, state/provincial or local protected class.

HEPACO participates in E-Verify and will provide the federal government with your Form I-9 information to confirm that you are authorized to work in the U.S. / HEPACO participa en E-Verify y proporcionará al gobierno federal la información de su Formulario I-9 para confirmar que usted está autorizado para trabajar en los EE.UU.