Bilingual Contact Center Sales and Service Advocate - Remote Starting May 19th

Oncourse Home; Las Cruces (NM); Remote; USD 60,000 - 80,000; Full time

Job summary

An established industry player is seeking enthusiastic individuals to join their remote contact center team. As a Bilingual Contact Center Sales and Service Advocate, you will engage with customers, driving sales while providing exceptional service. This role emphasizes understanding customer needs and promoting relevant products, contributing to a supportive and diverse work environment. If you're passionate about helping others and thrive in a dynamic setting, this opportunity is perfect for you. Join a company dedicated to making homeownership enjoyable and accessible for all, where your contributions will be valued and rewarded.

Benefits

Annual Performance-Based Bonus

Sales Incentive Plan

Comprehensive Benefits Package

Qualifications

• 3+ years of customer service experience with strong issue resolution skills.
• Proven track record of meeting or exceeding sales targets.

Responsibilities

• Sell home warranty and energy-related products to customers.
• Handle customer inquiries and provide product information.
• Maintain accurate records of customer interactions in CRM.

Skills

Customer Service

Sales Skills

Effective Listening

Communication Skills

Problem Solving

Education

High School Diploma or GED

Bachelor's Degree or Equivalent Work Experience

Tools

CRM Software (Salesforce, HubSpot)

Microsoft Office Suite

Job description

Bilingual Contact Center Sales and Service Advocate - Remote Starting May 19th

Job Category: Not Available

Requisition Number: BILIN001169

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• Posted: April 11, 2025
• Full-Time
• Remote

Locations

Remote - Las Cruces, NM

150 E Lohman Ave
Las Cruces, NM 88001, USA

Oncourse Home Solutions (OHS) is a people-centric, $450M 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 1.7+ 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 team who will play a crucial role in improving and expanding the OHS brand. You 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.

Job Duties/Responsibilities

• Sell home warranty, energy-related products and services to residential and commercial customers while adhering to quality standards, scripting processes and procedures as trained and documented.
• 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.
• Identify patterns in customer feedback and share insights with the management team to improve retention strategies.
• Provide excellent customer service and maintain a positive, empathetic demeanor at all times.
• Maintain a thorough understanding and working knowledge of enrollment and billing processes.
• Adept at communicating the benefits of our suite of products and services.
• Reflect our company values and positively contribute to our results-driven culture.
• Comfortable receiving coaching feedback.
• Create and maintain personal/team daily, weekly and monthly sales goals/quotas.

We're Excited if This is You

Education

High School Diploma or GED required; Bachelor's degree or equivalent work experience preferred.

Experience and Qualifications of the Role

• At least 3 years of experience in customer service, with strong skills in resolving customer issues and providing support.
• Utility and/or home warranty experience is a plus.
• Excellent verbal and written communications skills, effective listening skills and possess the ability to identify needs through phone and digital customer interactions.
• Proven track record of meeting or exceeding sales targets/quotas.
• Familiarity with CRM software (e.g., Salesforce, HubSpot) and experience in maintaining accurate records of customer interactions and sales activities.
• Minimum of [2] years in a hospitality, customer retention, customer service, or sales role, preferably within a contact center environment.
• Ability to thrive in a fast-paced, dynamic work environment, adapting to changing sales strategies and customer needs.

Preferred:

• Knowledge or experience with HVAC equipment and standard concepts.
• Knowledge or experience with home warranty services management and concepts.
• Proven track record of exceeding quotas and business goals.
• Experience working in a high volume and fast-paced contact center environment.

Computer Skills Needed to Perform this Job

• General computer skills and literacy.
• Knowledge on how to navigate Microsoft Office Suite.

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.