Contact Center Sales and Service Advocate - Starting September 15th

Who We are

Oncourse Home Solutions (OHS) is a people-centric, $500M 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 1.8+ million customers across the U.S. Our mission is to create lasting value for our customers and our partners by helping homeowners navigate the unexpected, reduce costs, and make homeownership enjoyable for all. Our vision is to make our products and services accessible to our customers and our partners by becoming the most trusted and reliable home solutions organization in the market. We are committed to fostering an environment that embraces diversity in all forms, where our employees, customers and partners feel valued, respected, and supported. 

As a US-based warranty provider, we provide expertise in safety and homecare to our customers. Our integrated solutions meet customer needs both inside and outside the home. Inside the home we protect critical aspects of home function such as plumbing, heating and cooling, appliances, power surges, hot water heater, and interior electrical. Outside the home we provide protection for critical lines (water, gas, wells, sewers, electric and septic). We primarily go to market B2B2C, partnering mostly with water/gas/electric utilities and municipalities to offer our product leveraging their brand for marketing and often adding our subscription fee to the water/gas/electric bill itself. 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 and partners don’t have to. 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

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 wo