Website onpointwarranty OnPoint Warranty Solutions, LLC

OnPoint provides insuretech and warranty services

Customer Advocate
OnPoint delivers a full range of service solutions including warranty management administration, extended service programs, customer service support, service network management, claims processing services, and service contract underwriting. Our goal is to make customers Ambassadors for OnPoint and the brands that we support through the best customer service in the industry.

Position Overview:

We are looking for people that gain joy from helping others. Our goal in assisting customer who need help is to make the Ambassadors for OnPoint and the brands that we support. Customer Advocate Agents are responsible for supporting all customer contact; Telephone, Email, Chat, SMS, Social Media, etc. Individuals in this position will work in a rapidly growing inbound contact center where delivering best in class customer service is our culture. In this role you will help customers with their product support needs. This is a full-time position at our Louisville, Kentucky office. This role requires the ability to work evenings and weekends

Essential Duties and Responsibilities:

Answer incoming customer communications which will involve assessing caller’s needs, entitling the call using software, analyzing the situation, and offering accurate solutions.
Respond positively to customer’s questions in a timely manner.
Research customer questions thoroughly to provide accurate information and solutions.
Overcome customer objections to solve problems and build client brand loyalty.
Interact with other areas of the business as needed to meet customer needs.
Maintain a positive attitude and support OnPoint’s Commitment to Excellence.
Maintain productivity and quality assurance goals.
Must follow all program specific guidelines.
On-time attendance and schedule adherence (including evening and weekends).
Provide on the job training for new employees.
Essential Knowledge, Skills, and Abilities:

Excellent interpersonal skills and Problem-solving skills.
Professional attitude, enthusiastic, and reliable.
Ability to learn quickly and adapt to change.
Ability to key a minimum of 20 words per minute.
Ability to multi-task.
Effective written and verbal communication skills.
PC literate (familiar with windows applications).
Ability to multi-task between phone lines, chat sessions and various programs.

Customer Service-Manages difficult or emotional customer situations; Responds promptly to customer needs; Solicits customer feedback to improve service; Response to requests for service and assistance; Meets commitments.
Oral Communication-Speaks clearly and persuasively in positive or negative situations; Listens and gets clarification; Responds well to questions; Demonstrates group presentation skills; Participates in meetings.
Initiative-Volunteers readily; Undertakes self-development activities; Seeks increased responsibilities; Takes independent actions and calculated risks; Looks for and takes advantage of opportunities; Asks for and offers help when needed.
Teamwork-Balances team and individual responsibilities; Exhibits objectivity and openness to others’ views; Gives and welcomes feedback; Contributes to building a positive team spirit; Puts success of team above own interests; Able to build morale and group commitments to goals and objectives; Supports everyone’s efforts to succeed.
Professionalism-Approaches others in a tactful manner; Reacts well under pressure; Treats others with respect and consideration regardless of their status or position; Accepts responsibility for own actions; Follows through on commitments.
Problem Solving-Identifies and resolves problems in a timely manner; Gathers and analyzes information skillfully; Develops alternative solutions; Works well in group problem-solving situations; Uses reason even when dealing with emotional topics.
Beneficial Knowledge, Skills, and Abilities:
Prior call center customer service experience preferred.
Technical experience a plus.
Education/Experience Requirements:
High school diploma or GED required.


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