Contact Center Sales and Service Advocate - MUST BE LOCATED IN DETROIT

Who We are

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.  

Position Summary

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 suggesti