Overview:

The Customer Service Representative will act as the front-line point of contact with current contract holders that call in to inquire about their coverage. He or she will provide world-class customer service to current contract holders and influence them to renew their extended coverage for their vehicles. The expectation is to provide a solution on the first call; there is no cold calling involved as these customers are valued existing EasyCare customers.

Responsibilities:

• Provide world-class customer service in every interaction for optimal call center performance and customer satisfaction
• Convert every customer call to a scheduled appointment or live transfer to Sales
• Handle a high volume of inbound calls and make 130+ outbound calls to existing customers per day
• Captivate customers and cultivate interest in renewing their coverage
• Use proprietary software to manage contacts while processing applications
• Elicit and record customer information using a computerized system
• Achieve overall performance goals of the organizations

Please note, this role is 100% remote. Our hours of operations are from 8am-8pm CST Monday-Friday split between two shifts and 9am-3pm on Saturdays. Your weekday schedule is set and would vary based on a varying 9 hour shift (1 hour for lunch). Each Customer Service Representative will work two late shifts per week and one Saturday a month. You must have a flexible schedule and be available to work during the stated hours as needed. Schedules may be subject to change based on staffing or business needs.

Education and Experience:

• High School Diploma or equivalent required
• Preferred – two years of experience in a high volume call center
• Excellent oral and written communication skills
• Excellent listening skills with a thorough attention to detail
• Ability to articulate relevant information and directions in an organized and concise manner
• Ability to multitask in a fast-paced environment
• Able to adapt to personal coaching and procedure modifications
• Regular, consistent and punctual attendance
• Ability to maintain a positive, helpful attitude in all customer service situations
• Basic knowledge and experience using Microsoft Outlook and Word
• Capable of conveying consistent, warm customer service with a dynamic smile that can be felt by the customer over the phone

Physical Demands:

While performing the duties of this job, the employee is regularly required to type, wear a headset and look at a computer screen for long periods of the day. The employee must also be able to sit for long periods of time.

We provide full-time comprehensive benefits packages to all of our employees including: Medical, dental, vision, paid company holidays, paid time off, paid community service day, wellness program, 401K with company match, referral bonuses, discounted gym membership and much more.

APCO Holdings, LLC is a Drug Free Workplace as well as an Equal Opportunity Employer. APCO Holdings, LLC does not discriminate on the basis of race, religion, color, sex, gender identity, sexual orientation, age, non-disqualifying physical or mental disability, national origin, veteran status or any other basis covered by appropriate law. All employment is decided on the basis of qualifications, merit, and business need.