Advocate Contact Center Sales and Service - Full Time

Who We are

Oncourse Home Solutions (OHS) is a people-centric, $400M organization that is owned by private equity firm, Apax Partners operating under the brands American Water Resources, Pivotal Home Solutions and American Home Solutions. We do what is right for our people so they can do their best when serving our 1.6+ million customers across the U.S. Our mission is to help homeowners navigate the unexpected, reduce costs, and make homeownership enjoyable for all. Our vision is to make our products and services accessible to all by becoming the most forward-thinking and community-driven home solutions organization of the 21st century. We are committed to fostering an environment that embraces diversity in all forms, where our employees, customers and partners feel valued, respected, and supported.

As a US-based warranty provider, we provide expertise in safety and homecare to our customers. Our integrated solutions meet customer needs both inside and outside the home. Inside the home, we safeguard essential systems like plumbing, heating and cooling, appliances, power surge protection, hot water heaters, and interior electrical components. Outside the home, we ensure the protection of vital lines, including water, gas, wells, sewers, electric, and septic systems. We primarily go to market B2B2C, partnering mostly with water/gas/electric utilities and municipalities to offer our product leveraging their brand for marketing and often adding our subscription fee to the water/gas/electric bill itself. When our customers need help with home maintenance, repair, or coverage, OHS is there. This is what it means to be an ‘Oncourse SUPER’—Successful, United, Progressive, Empathetic, Reliable. SUPERs get it done. We sweat homeownership so our customers don’t have to. We view every day as an opportunity to step up, step out, and remind others that we are in this together, to stay on course.

We are a proud equal opportunity employer, and our employment decisions are based on business needs, job requirements and individual qualifications without regard to of race, sex, gender identity, sexual orientation, color, pregnancy status, religious creed, national origin, physical or mental disability, protected Veteran status, or any other characteristic protected by federal, state, or local law. Oncourse Home Solutions is committed to recruiting talented applicants and retaining top talent while providing an employment experience that is free from discrimination, retaliation, and/or harassment.

Position Summary

A Contact Center Advocate represents both Oncourse Home Solutions and our valued customers and is responsible for selling home warranty and energy-related products and services via inbound and outbound sales calls.  Contact Center Advocates will work closely with supervisors and coaches to meet quality assurance guidelines for professionalism, sales techniques, and customer engagement.

This position is based in our Chicagoland office of Naperville IL.  Our office environment is a key driver of our company culture and employee experience, so a regular in-office model is required. 

Responsibilities

• Sell home warranty and energy-related products and services to residential and commercial customers following quality standards, scripting processes and procedures as trained and documented in the company policy and procedure manual.
• Navigate systems efficiently and enter data accurately while resolving customer needs.
• Maintain thorough understanding and knowledge of claims and transfer processes. Adept at communicating the benefits of our suite of products and services
• Communicate and comprehend the product and service sales process when following up with customers on enrollment errors
• Reflect our company Values and contributes to our positive, results-driven culture
• Possess excellent interpersonal skills, diplomacy, and patience while interacting with customers, peers, management, and other departments.  Comfortable with receiving coaching feedback and monitoring of calls.
• Take personal responsibility, exploring opportunities to add value, contributing ideas and participating in activities to continuously improve customer satisfaction and productivity.
• Create and maintain personal/team sales goals daily, weekly, monthly.
• Maintain and exceed client and customer expectations through professional telephone interaction on inbound and outbound calls.
• Demonstrate a personal commitment to promoting and providing exceptional customer service

We're Excited if This is You

Experience and Qualifications of the Role

• 1 year experience in Sales or Customer Service
• Previous work experience in a fast-paced Call Center environment preferred
• Experience accurately capturing details of phone conversation on paper and in a computer application preferred
• Experience with direct or suggestive selling preferred
• Proficient typing and computer application skills (minimum of 40 wpm)
• Strong attention to detail with ability to multi task while speaking with a customer on the phone.
• Easily adapt to change while balancing multiple priorities
• Motivation for sales, adhering to set computer guided scripts and procedures
• Excellent verbal and written communications skills, effective listening skills, and ability to identify needs through phone conversation.
• Ability to work a continuously flexible schedule including evenings, weekends, and holidays with punctuality and consistent work attendance.
• Current hours of operation are 7:00 am – 7:00 pm Monday – Friday and 7:00 am – 5:00 pm Saturday. Shift Assignments may fall anywhere within the hours of operations based on business needs. Available Shifts will be shared during training.
• Mandatory overtime to meet critical service level goals, communicated 48 hours prior. 

Preferred:

• Knowledge or familiarity with HVAC equipment and standard concepts
• Knowledge or familiarity with Home Warranty and services concepts
• Proven track record of exceeding quotas and business goals
• Proven ability to work successfully in a results-oriented environment
• Bilingual (Spanish)
• Ability to handle a high call volume environment while maintaining high

Computer Skills Needed to Perform this Job

General computer skills

Education 

High School Diploma or GED required; Associate Degree, some college courses preferred

Join our SUPER Team and Enjoy Amazing Benefits!
 

• Competitive Compensation: We value your hard work and are proud of our competitive pay for performance philosophy.
• Comprehensive Health Coverage: Medical, dental, and vision insurance options, plus paid short-term and long-term disability coverage.
• 401(k) Plan with 4% Company Match: Secure your future with our robust retirement plan.
• Deferred Contribution Arrangement: 5.25% of employee annual income contributed to your retirement plan, yearly up to $7,875.
• Generous Paid Time Off: Take the time you need to recharge and relax.
• Education Assistance Program: Invest in your growth and development with our support.
• FSA/HSA Options: Flexible spending and health savings accounts to manage your transportation and dependent care expenses.
• Employee Wellness: Access to EAP, health, legal, and financial resources to support your overall well-being.
• Vibrant Company Culture: Monthly Townhalls, employee recognition programs, and Employee Business Resource Groups (EBRGs) to keep you engaged and connected.

Competencies

Communicate Effectively -Is able to clearly and succinctly communicate verbally and in writing in a variety of settings and styles; can get messages across that have the desired effect.

Composure - Is cool under pressure; does not become defensive or irritated when times are tough; is considered mature; can be counted on to hold things together during tough times; can handle stress; is not knocked of balance by the unexpected; doesn't show frustration when resisted or blocked; is a settling influence in a crisis.

Customer Focus - Is dedicated to meeting the expectations and requirements of internal and external customers; gets firsthand customer information and uses it for improvements in products and services; acts with customers in mind; establishes and maintains effective relationships with customers and gains their trust and respect.

Functional / Technical Skills- Has the functional and technical knowledge and skills to do the job at a high level of accomplishment.

Drive for Results - Can be counted on to exceed goals

Technical Learning - Picks up on technical things quickly; can learn new skills and knowledge; is good at learning new industry, company, product, or technical knowledge; does well in technical courses and seminars successfully; is constantly and consistently one of the top performers; very bottom-line oriented; steadfastly pushes self and others for results.