Oncourse Home Solutions
Contact Center Sales and Service - Licensed Advocate
Oncourse Home Solutions, Naperville, Illinois, United States, 60564
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
At Oncourse Home Solutions (OHS), our contact center agents are the civic voices of our brand, acting as trusted advisors and customer advocates. As a Licensed Sales Agent, you will play a critical role in expanding the OHS brand and driving high-quality sales by engaging with potential and existing customers via phone and online. Your primary objective will be to understand customer needs, recommend appropriate coverage, and close sales - all while delivering an exceptional customer experience.
Job Duties/Responsibilities
Responsibilities include but are not limited to: Sell Property & Casualty (P&C) protection plans to residential customers in alignment with documented scripting, policies, and procedures. Make outbound calls to prospective customers to promote and sell our products and services. Handle inbound calls from customers, answering questions 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. Accurately document customer interactions, sales activities, and follow-ups in the CRM system. Maintain a deep understanding of our products and services to effectively communicate their value. Stay informed on market trends and customer preferences to improve sales performance. Collaborate with peers to share best practices and enhance overall sales effectiveness. Identify patterns in customer feedback and share insights with leadership to support continuous improvement. Meet or exceed performance goals related to sales, quality, and customer satisfaction. Provide exceptional customer service and maintain a positive, empathetic demeanor at all times. Understand and articulate the enrollment and billing process. Demonstrate comfort receiving coaching and acting on performance feedback. Maintain a professional and reliable presence as a key contributor to a results-driven team culture. We're Excited if This is You!
Experience and Qualifications of the Role
At least 2 years of experience in a licensed sales role, preferably with a major carrier (Allstate, State Farm, etc.)
Active Property & Casualty (P&C) license in at least one U.S. state Ability and willingness to obtain non-resident licenses in Virginia and California Experience in a high-volume, KPI-driven sales environment Strong verbal and written communication skills, with the ability to influence and guide customer decision-making Experience using CRM systems such as Salesforce or HubSpot Demonstrated success in achieving or exceeding sales quotas Ability to identify customer needs and provide tailored recommendations Strong interpersonal skills with the ability to collaborate across teams Ability to thrive in a dynamic, fast-paced work environment High level of comfort with scripts, regulatory compliance, and performance metrics Computer Skills Needed to Perform this Job
General computer proficiency and literacy Proficiency with Microsoft Office Suite (Outlook, Excel, Word, Teams) Familiarity with navigating CRMs and call-handling software Education
High School Diploma or GED required Bachelor's degree or equivalent experience preferred Certificates, Licenses, Registrations (Indicate Preferred or Required)
Active Property & Casualty (P&C) license in at least one U.S. state
We offer a compelling total rewards package that includes a competitive base salary and comprehensive benefits to support your total well being. The base pay for this position is $16.82-$26.44 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.
Our benefits include but are not limited to: healthcare, life insurance, paid time off, retirement, commuter benefits, and education reimbursement. Exact compensation may vary based on skills, experience, and location.
Competencies
Communicate Effectively
- Clearly and succinctly communicates in both verbal and written formats; ensures messages have the desired effect.
Composure
- Remains calm under pressure; manages stress professionally and maintains focus in high-stakes situations.
Customer Focus
- Actively listens to customer needs; delivers solutions and maintains lasting relationships based on trust and satisfaction.
Functional / Technical Skills
- Demonstrates the necessary knowledge and capabilities to consistently perform the role at a high level.
Drive for Results
- Exceeds goals; shows strong initiative and follow-through.
Technical Learning
- Learns new technologies and systems quickly; adapts easily to evolving products, tools, and platforms.
Equal Opportunity Employer This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.
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
At Oncourse Home Solutions (OHS), our contact center agents are the civic voices of our brand, acting as trusted advisors and customer advocates. As a Licensed Sales Agent, you will play a critical role in expanding the OHS brand and driving high-quality sales by engaging with potential and existing customers via phone and online. Your primary objective will be to understand customer needs, recommend appropriate coverage, and close sales - all while delivering an exceptional customer experience.
Job Duties/Responsibilities
Responsibilities include but are not limited to: Sell Property & Casualty (P&C) protection plans to residential customers in alignment with documented scripting, policies, and procedures. Make outbound calls to prospective customers to promote and sell our products and services. Handle inbound calls from customers, answering questions 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. Accurately document customer interactions, sales activities, and follow-ups in the CRM system. Maintain a deep understanding of our products and services to effectively communicate their value. Stay informed on market trends and customer preferences to improve sales performance. Collaborate with peers to share best practices and enhance overall sales effectiveness. Identify patterns in customer feedback and share insights with leadership to support continuous improvement. Meet or exceed performance goals related to sales, quality, and customer satisfaction. Provide exceptional customer service and maintain a positive, empathetic demeanor at all times. Understand and articulate the enrollment and billing process. Demonstrate comfort receiving coaching and acting on performance feedback. Maintain a professional and reliable presence as a key contributor to a results-driven team culture. We're Excited if This is You!
Experience and Qualifications of the Role
At least 2 years of experience in a licensed sales role, preferably with a major carrier (Allstate, State Farm, etc.)
Active Property & Casualty (P&C) license in at least one U.S. state Ability and willingness to obtain non-resident licenses in Virginia and California Experience in a high-volume, KPI-driven sales environment Strong verbal and written communication skills, with the ability to influence and guide customer decision-making Experience using CRM systems such as Salesforce or HubSpot Demonstrated success in achieving or exceeding sales quotas Ability to identify customer needs and provide tailored recommendations Strong interpersonal skills with the ability to collaborate across teams Ability to thrive in a dynamic, fast-paced work environment High level of comfort with scripts, regulatory compliance, and performance metrics Computer Skills Needed to Perform this Job
General computer proficiency and literacy Proficiency with Microsoft Office Suite (Outlook, Excel, Word, Teams) Familiarity with navigating CRMs and call-handling software Education
High School Diploma or GED required Bachelor's degree or equivalent experience preferred Certificates, Licenses, Registrations (Indicate Preferred or Required)
Active Property & Casualty (P&C) license in at least one U.S. state
We offer a compelling total rewards package that includes a competitive base salary and comprehensive benefits to support your total well being. The base pay for this position is $16.82-$26.44 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.
Our benefits include but are not limited to: healthcare, life insurance, paid time off, retirement, commuter benefits, and education reimbursement. Exact compensation may vary based on skills, experience, and location.
Competencies
Communicate Effectively
- Clearly and succinctly communicates in both verbal and written formats; ensures messages have the desired effect.
Composure
- Remains calm under pressure; manages stress professionally and maintains focus in high-stakes situations.
Customer Focus
- Actively listens to customer needs; delivers solutions and maintains lasting relationships based on trust and satisfaction.
Functional / Technical Skills
- Demonstrates the necessary knowledge and capabilities to consistently perform the role at a high level.
Drive for Results
- Exceeds goals; shows strong initiative and follow-through.
Technical Learning
- Learns new technologies and systems quickly; adapts easily to evolving products, tools, and platforms.
Equal Opportunity Employer This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.