Contact Center Sales and Service Advocate - MUST BE LOCATED IN DETROIT
Oncourse Home Solutions, Detroit, Michigan, United States, 48201
Contact Center Sales and Service Advocate - MUST BE LOCATED IN DETROIT
Oncourse Home Solutions, also operated as American Water Resources, is a trusted home protection provider helping homeowners across the country protect what matters most. We are a $500 million organization backed by private equity firm Apax Partners, serving nearly 2 million customers across 43 states. We partner with 13+ utilities and municipalities (and growing!) to provide customized solutions tailored to any community - delivering real value where people live. We help homeowners protect the essential systems that keep their homes running - from HVAC, appliances, and electrical to water, sewer, gas lines, and more - so they can avoid the stress and financial impact of unexpected repairs. Our work helps homeowners stay safe, comfortable, and confident in their homes every day. At Oncourse, our people are what makes that possible. We call ourselves SUPERs - Successful, United, Progressive, Empathetic, and Reliable - because that's how we show up for our customers and for each other. We invest in our employees through competitive benefits, an inclusive culture, and employee-led resource groups that strengthen connection, community, and belonging across the company. As an equal opportunity employer, 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. Oncourse Home Solutions is committed to recruiting and retaining talented applicants and to providing all employees with a workplace free from discrimination and/or harassment. A Contact Center Sales and Service Advocate represents both Oncourse Home Solutions and our valued customers by providing reliable support, guidance, and solutions through inbound and outbound customer interactions. Agents work closely with supervisors and coaches to meet quality assurance standards for professionalism, communication, and customer engagement. This position is a fully remote role based in Detroit, MI (living within the city limits of Detroit is required). Team members work Monday through Friday from a dedicated home workspace designed to support focus, comfort, and exceptional service delivery. Candidates should consistently demonstrate the ability to resolve customer needs, provide compassionate assistance, and deliver exceptional customer experiences. Responsibilities include but are not limited to: Sell home warranty 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 a thorough understanding 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, and 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 Experience and Qualifications of the Role: 2+ years of 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 the ability to multitask while speaking with a customer on the phone. Easily adapt to change while balancing multiple priorities Ability to work on 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. We offer a compelling total rewards package that includes a competitive base salary and comprehensive benefits to support your total wellbeing. The base pay for this position is $17.25 hourly. The specific pay offered will depend on qualifications, experience, education and skill set. The compensation offered may also include an annual performance-based bonus, sales incentive plan or commission target. Our benefits include but are not limited to: healthcare, life insurance, paid time off, retirement, commuter benefits, and education reimbursement. Exact compensation may vary based on skills, experience, and location. 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. 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 off 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.
Oncourse Home Solutions, also operated as American Water Resources, is a trusted home protection provider helping homeowners across the country protect what matters most. We are a $500 million organization backed by private equity firm Apax Partners, serving nearly 2 million customers across 43 states. We partner with 13+ utilities and municipalities (and growing!) to provide customized solutions tailored to any community - delivering real value where people live. We help homeowners protect the essential systems that keep their homes running - from HVAC, appliances, and electrical to water, sewer, gas lines, and more - so they can avoid the stress and financial impact of unexpected repairs. Our work helps homeowners stay safe, comfortable, and confident in their homes every day. At Oncourse, our people are what makes that possible. We call ourselves SUPERs - Successful, United, Progressive, Empathetic, and Reliable - because that's how we show up for our customers and for each other. We invest in our employees through competitive benefits, an inclusive culture, and employee-led resource groups that strengthen connection, community, and belonging across the company. As an equal opportunity employer, 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. Oncourse Home Solutions is committed to recruiting and retaining talented applicants and to providing all employees with a workplace free from discrimination and/or harassment. A Contact Center Sales and Service Advocate represents both Oncourse Home Solutions and our valued customers by providing reliable support, guidance, and solutions through inbound and outbound customer interactions. Agents work closely with supervisors and coaches to meet quality assurance standards for professionalism, communication, and customer engagement. This position is a fully remote role based in Detroit, MI (living within the city limits of Detroit is required). Team members work Monday through Friday from a dedicated home workspace designed to support focus, comfort, and exceptional service delivery. Candidates should consistently demonstrate the ability to resolve customer needs, provide compassionate assistance, and deliver exceptional customer experiences. Responsibilities include but are not limited to: Sell home warranty 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 a thorough understanding 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, and 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 Experience and Qualifications of the Role: 2+ years of 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 the ability to multitask while speaking with a customer on the phone. Easily adapt to change while balancing multiple priorities Ability to work on 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. We offer a compelling total rewards package that includes a competitive base salary and comprehensive benefits to support your total wellbeing. The base pay for this position is $17.25 hourly. The specific pay offered will depend on qualifications, experience, education and skill set. The compensation offered may also include an annual performance-based bonus, sales incentive plan or commission target. Our benefits include but are not limited to: healthcare, life insurance, paid time off, retirement, commuter benefits, and education reimbursement. Exact compensation may vary based on skills, experience, and location. 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. 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 off 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.