Customer Success Consultant

About the role

America’s Preferred Home Warranty (APHW) is excited to present a great career opportunity! Our organization offers a unique work culture guided by the Golden Rule and focused on putting our employees first. We are seeking a Customer Success Consultant to join our Direct-to-Consumer (DTC) team.

Responsibilities

• Build strong relationships with homeowners through inbound and outbound calls
• Provide exceptional customer service by answering questions, addressing concerns, and creating positive customer experiences
• Educate homeowners about their home warranty coverage, benefits, and available options
• Recommend optional coverages and solutions based on homeowner needs
• Proactively engage homeowners regarding warranty renewals and educate them on the value of continuing their coverage
• Serve as the primary point of contact while building long-term relationships and ensuring homeowners receive the value, support, and peace of mind their warranty provides
• Achieve customer service, renewal, and sales performance goals
• Generate homeowner referrals and encourage customers to share their experiences through reviews
• Maintain accurate customer records and document conversations within company systems
• Navigate multiple systems and resources to efficiently assist homeowners
• Collaborate with team members to provide a seamless homeowner experience
• Perform other duties as assigned

Qualifications

• Self-motivated professional with strong work ethic, integrity, and values
• Strong interpersonal and communication skills
• Excellent time and resource management skills
• Ability to project a professional and knowledgeable demeanor
• Strong relationship-building skills
• Positive attitude with a desire to help others
• Excellent attention to detail and ability to stay organized
• Goal-oriented mindset with the ability to achieve individual and team objectives
• Experience working with Microsoft Windows

Education and Experience

• High school or equivalent
• Customer service experience preferred
• Sales, customer success, or account management experience a plus