Advocate - Contact Center Sales and Service - Starting January 6th

Who We are

At Oncourse Home Solutions (OHS), we are a people-centric organization. We do what is right for our people so they can do their best when serving our 1.4 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.

We’re innovators, dreamers, problem solvers, and community leaders. Our passion for empowering customers to confidently run their households is what drives us. When our clients need help with home maintenance, repair, or coverage, we’re there. This is what it means to be an Oncourse Super. 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’re in this together, to stay on course. That’s what it means to lead like a Super.

As a leader in the U.S., providing home warranty and home repair services, operating under the brands American Water Resources, Pivotal Home Solutions and American Home Solutions. We partner with cities, utilities, insurance providers, retailers, financial service companies and member associations to help them maintain and protect their customers’ most important asset — their home.

We are a proud equal opportunity employer, and our employment decisions are based on business needs, job requirements and individual qualifications without regard to race, color, religion, age, sex (including pregnancy), sexual orientation, gender identity, national origin, ancestry, marital status, parental status, mental or physical disability, military or veteran status, or any other basis protected by federal, state, or local law. OHS is committed to recruiting and retaining talented applicants and to providing all employees with a workplace free from discrimination and/or harassment.

Located at our office in Naperville, IL, our office environment is a key driver of our company culture and employee experience. This role is onsite Monday through Friday.

Position Summary

Our contact center agents are the civic voices of Oncourse Home Solutions (OHS), serve as customer advocates and project the Voice of the Customer (VoC). We are seeking enthusiastic and dedicated individuals to join our will play a crucial role in improving expanding the OHS brand and will be responsible for driving sales through engaging with potential and existing customers over the phone and online. Your primary goal will be to understand customer needs, promote our products/services, and close sales while providing exceptional customer service. Our agents will partner and collaborate with supervisors and coaches with a team goal of exceeding user/customer experience expectations, providing the highest levels of quality, growing revenue and effectively engaging the OHS customer base.
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.

Job Duties/Responsibilities.

• Sell home warranty, energy-related products and services to residential and commercial customers while adhering to and following quality standards, scripting processes and procedures as trained and documented policies and procedures.
• Make outbound calls to potential customers to promote and sell our products/services.
• Handle incoming calls from customers, answering inquiries and providing product information.
• Identify customer needs and tailor solutions to meet those needs effectively.
• Achieve and exceed individual and team sales targets and performance metrics.
• Maintain accurate records of customer interactions, sales activities, and follow-ups in the CRM system.
• Develop a thorough understanding of our products/services and market trends to effectively engage customers.
• Collaborate with team members to share best practices and improve sales strategies.
• Develop a strong understanding of our products/services to effectively communicate their value.
• Identify patterns in customer feedback and share insights with the management team to improve retention strategies.
• Meet or exceed retention goals and performance metrics.
• Provide excellent customer service and maintain a positive, empathetic demeanor at all times.
• Maintain a thorough understanding and working knowledge of enrollment and billing processes.
• Adept at communicating the benefits of our suite of products and services.
• Reflect our company values and positively contribute to our results-driven culture.
• Possess excellent interpersonal skills, diplomacy, and patience while interacting with customers, peers, management, and other departments.
• Comfortable receiving coaching feedback.
• Create and maintain personal/team daily, weekly and monthly sales goals/quotas.

We're Excited if This is You

Experience and Qualifications of the Role

Required.

• At least [3] years of experience in customer service, with strong skills in resolving customer issues and providing support.
• Utility and/or home warranty experience is a plus.
• Experience direct AND up/cross-selling when presented with opportunity.
• Excellent verbal and written communications skills, effective listening skills and possess the ability to identify needs through phone and digital customer interactions.
• Proven track record of meeting or exceeding sales targets/quotas.
• Demonstrated experience in effective verbal communication, including the ability to persuade and influence customers.
• Familiarity with CRM software (e.g., Salesforce, HubSpot) and experience in maintaining accurate records of customer interactions and sales activities.
• Experience in identifying customer needs and providing tailored solutions to drive sales.
• Experience working in a team-oriented environment, contributing to team goals and sharing best practices.
• Ability to thrive in a fast-paced, dynamic work environment, adapting to changing sales strategies and customer needs.
• Minimum of [2] years in a hospitality, customer retention, customer service, or sales role, preferably within a contact center environment.
• Strong verbal communication skills, with experience in actively listening to customers and providing clear, persuasive responses.
• Previous experience in a role that required in-depth knowledge of products/services, with the ability to effectively communicate their value to customers.
• Background in sales or upselling is a plus, as it may contribute to retaining customers through enhanced service offerings.
• Experience working collaboratively with cross-functional teams to resolve customer issues and improve retention strategies.
• Ability to thrive in a fast-paced environment and adapt to changing processes and customer needs.

Preferred:

• Knowledge or experience with HVAC equipment and standard concepts.
• Knowledge or experience with home warranty services management and concepts.
• Proven track record of exceeding quotas and business goals.
• Proven ability to work successfully in a results-oriented environment
• Bilingual (Spanish)
• Experience working in a high volume and fast-paced contact center environment.

Computer Skills Needed to Perform this Job

General computer skills

Education

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

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.