Note: The job is a remote job and is open to candidates in USA. Housecall Pro is a company dedicated to supporting home service professionals by providing solutions that streamline their operations. The Manager, Onboarding is responsible for leading a team of Onboarding Specialists to ensure a seamless onboarding experience for new customers, focusing on team development and performance metrics.
Responsibilities
- Drive key metrics for the Onboarding team, including but not limited to: Onboarding Completion Rate, Time to Value, Customer Satisfaction Score, and Retention Rate
- Manage team schedules and daily attendance to ensure adequate staffing to meet the needs of our Pros during the critical onboarding phase
- Conduct weekly performance reviews to identify areas of opportunity and support the growth of your team
- Ensure proper escalation processes are followed and take action when necessary to resolve issues promptly
- Oversee timecards, ensuring timely submission and accurate data management
- Manage monthly performance metrics and bonuses for the Onboarding team
- Track all key metrics with accuracy, regularly reporting to management and providing feedback to your team
- Document all one-on-one meetings, performance discussions, and coaching sessions to ensure continuous development
Skills
- Bachelor's degree or equivalent experience required
- 1+ years of experience in Customer support or related field
- Proven track record of meeting and exceeding performance metrics consistently
- Management experience is a plus
- Experience using AI tools to increase quality and efficiency of work
- Strong organizational and leadership skills, with the ability to manage multiple priorities in a fast-paced environment
- Excellent communication and interpersonal skills, with a focus on team development and customer satisfaction
- Ability to motivate and inspire your team to deliver exceptional service
- Proactive problem-solving skills with a focus on improving processes and outcomes
Benefits
- Health care insurance (medical, dental, vision, disability)
- Employee assistance program
- 401(K)
- Flexible time off
- Paid parental leave
- Tech reimbursement
- Other company benefits
Company Overview
Housecall Pro is a developer of a mobile software platform used to connect back-end business operations and homeowners. It was founded in 2013, and is headquartered in Denver, Colorado, USA, with a workforce of 1001-5000 employees. Its website is http://www.housecallpro.com.