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(Agency Only) Contact Center Agent

3 months ago

Naperville, United States Oncourse Home Solutions Full time

**Who We are**

Oncourse Home Solutions (OHS) is a people-centric 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 1.4+ 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 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. Our passion for empowering customers to confidently run their households is what drives us. 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 they’re in this together, to stay on course.

**Position Summary**

A Contact Center Agent 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 Agents 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 with direct or suggestive selling preferred
- 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
- Ability to work a continuously flexible schedule including evenings, weekends, and holidays with punctuality and consistent work attendance. Current hours of operation are 6:00 am - 7:00 pm Monday - Friday and 6:00 am - 5:00 pm Saturday
- 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.
- 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

**Competencies**

**Communicate Effectively** -