Customer Service Representative II
APCO Holdings, LLC, Cincinnati, OH, United States
APCO Holdings partners with dealerships across North America to deliver innovative vehicle protection products and services that enhance the ownership experience for customers and drive growth for our partners. Through our family of brands, we bring together industry expertise, technology, and data‑driven insights to help dealers strengthen their finance and insurance performance and build lasting relationships with their customers.
Our teams work collaboratively across operations, technology, risk, finance, marketing, and sales to deliver solutions that create measurable value and support the continued growth of APCO and the partners we serve.
Customer Service Representative II
(CSR II) provides Best‑In‑Class customer service while acting as a primary point of contact for inbound inquiries from clients, including contract holders, credit unions, brokers, and internal stakeholders. In addition to managing a high volume of requests, this role handles more complex issues, supports escalations, and partners with the operations team to assist with various administrative and process‑related tasks.
What You’ll Do
Serve as a primary point of contact for inbound inquiries from contract holders, credit unions, brokers, and internal stakeholders, delivering timely and accurate resolutions
Handle a high volume of customer and client interactions via phone, email, and internal systems while maintaining service level expectations
Research and resolve complex issues, discrepancies, and exceptions with minimal supervision
Manage and de‑escalate customer concerns, ensuring a best‑in‑class experience
Process transactions such as user access, cancellations, contract updates, and adjustments accurately
Partner with the operations team to support administrative tasks, reporting needs, and process workflows
Maintain accurate and detailed records in servicing systems and documentation platforms
Collaborate cross‑functionally with sales, IT, claims, and accounting to ensure seamless service delivery
Embrace and support all our core values and a CI environment
What Makes You Successful You’ll thrive in this role if you’re a strong communicator who can build trust quickly and create a positive experience for every customer interaction. You’re comfortable handling a high volume of calls while staying patient, professional, and solution oriented.
You’re also organized and detail‑oriented, able to navigate multiple systems while maintaining accurate documentation. Just as importantly, you bring a learning mindset; you’re open to feedback, adaptable to change, and motivated to continuously improve.
Basic Qualifications & Skills
High school diploma or equivalent
Strong organizational and customer service skills
Excellent verbal and written communication skills are necessary
Ability to adapt to shifting priorities
Ability to articulate relevant information and directions in an organized and concise manner
Demonstrated strong proficiency with typing, computer software including Microsoft Office, Microsoft Outlook, and all internal and external processing systems and resources
Requires the ability to maintain confidential information and work independently and as a member of a team
Learning mentality and ability to develop skills
This Role Might Be a Great Fit If You...
Enjoy helping people and take pride in solving problems
Stay calm and professional in fast‑paced or high‑volume environments
Like learning new systems and becoming an expert in how things work
Take ownership of issues and follow through until they’re resolved
What We Offer
Competitive hourly pay
Comprehensive medical, dental, and vision benefits
401(k) with company match
Paid time off and company holidays
Opportunities for career growth and internal advancement
A collaborative and supportive team environment
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Our teams work collaboratively across operations, technology, risk, finance, marketing, and sales to deliver solutions that create measurable value and support the continued growth of APCO and the partners we serve.
Customer Service Representative II
(CSR II) provides Best‑In‑Class customer service while acting as a primary point of contact for inbound inquiries from clients, including contract holders, credit unions, brokers, and internal stakeholders. In addition to managing a high volume of requests, this role handles more complex issues, supports escalations, and partners with the operations team to assist with various administrative and process‑related tasks.
What You’ll Do
Serve as a primary point of contact for inbound inquiries from contract holders, credit unions, brokers, and internal stakeholders, delivering timely and accurate resolutions
Handle a high volume of customer and client interactions via phone, email, and internal systems while maintaining service level expectations
Research and resolve complex issues, discrepancies, and exceptions with minimal supervision
Manage and de‑escalate customer concerns, ensuring a best‑in‑class experience
Process transactions such as user access, cancellations, contract updates, and adjustments accurately
Partner with the operations team to support administrative tasks, reporting needs, and process workflows
Maintain accurate and detailed records in servicing systems and documentation platforms
Collaborate cross‑functionally with sales, IT, claims, and accounting to ensure seamless service delivery
Embrace and support all our core values and a CI environment
What Makes You Successful You’ll thrive in this role if you’re a strong communicator who can build trust quickly and create a positive experience for every customer interaction. You’re comfortable handling a high volume of calls while staying patient, professional, and solution oriented.
You’re also organized and detail‑oriented, able to navigate multiple systems while maintaining accurate documentation. Just as importantly, you bring a learning mindset; you’re open to feedback, adaptable to change, and motivated to continuously improve.
Basic Qualifications & Skills
High school diploma or equivalent
Strong organizational and customer service skills
Excellent verbal and written communication skills are necessary
Ability to adapt to shifting priorities
Ability to articulate relevant information and directions in an organized and concise manner
Demonstrated strong proficiency with typing, computer software including Microsoft Office, Microsoft Outlook, and all internal and external processing systems and resources
Requires the ability to maintain confidential information and work independently and as a member of a team
Learning mentality and ability to develop skills
This Role Might Be a Great Fit If You...
Enjoy helping people and take pride in solving problems
Stay calm and professional in fast‑paced or high‑volume environments
Like learning new systems and becoming an expert in how things work
Take ownership of issues and follow through until they’re resolved
What We Offer
Competitive hourly pay
Comprehensive medical, dental, and vision benefits
401(k) with company match
Paid time off and company holidays
Opportunities for career growth and internal advancement
A collaborative and supportive team environment
#J-18808-Ljbffr