Job Description:

On December 9, 2021, American Water announced the completion of the sale of its Homeowner Services Group (HOS) to funds advised by Apax, a leading global private equity advisory firm that invests in companies across four global sectors of Tech, Services, Healthcare and Internet/Consumer. In addition, HOS has a solid reputation with an A+ rating from the Better Business Bureau and American Water continues to provide HOS with Human Resources and job posting support.

In joining Homeowner Services (HOS), you become part of a growing home warranty company with more than 450 dedicated employees who bring peace of mind to people across the country every day. Since 1992, we’ve provided homeowners with peace of mind and added financial stability through our home repair, maintenance and leasing plans, and we maintain a network of service professionals and technicians across multiple disciplines.

Primary Role

Join this growing team! This is a full time role with excellent benefits at a stable company.   An Account Representative represents both Pivotal Home Solutions and the client(s). A Sales Account Representative is responsible for selling home warranty and energy related products and services in a blended environment handling both inbound and outbound sales calls. Account Representatives will work closely with supervisors and coaches to meet quality assurance guidelines for professionalism, sales techniques and customer engagement.  No cold calling!

Key Accountabilities

Functional Expertise:

•    Sell home warranty and energy-related products and services to residential and commercial customers following quality standards, scripting processes and procedures as trained and documented in the company policy and procedure manual.

•    Perform utility start and transfer service following designated utility standards.

•    Navigate systems efficiently and enter data accurately while resolving customer needs. 

Business Acumen:

•    Maintain thorough understanding and knowledge of utility move and transfer processes and the benefits of our suite of products and services

•    Communicate and comprehend the product and service sales process when following up with customers on enrollment errors

Engagement:

•    Reflect our company Values and contributes to our positive, results-driven culture

•    Possess excellent interpersonal skills, diplomacy, and patience while interacting with customers, peers, management, and other departments.  Comfortable with receiving coaching feedback and monitoring of calls.

•    Take personal responsibility, exploring opportunities to add value, contributing ideas and participating in activities to continuously improve customer satisfaction and productivity.

Driving Results:

•    Create and maintain personal/team sales goals daily, weekly, monthly.

•    Maintain and exceed client and customer expectations through professional telephone interaction on inbound and outbound calls.

•    Demonstrate a personal commitment to promoting and providing exceptional customer service. 

Knowledge/Skills

Required:  

• Proficient typing and computer application skills (minimum of 40 wpm)


• Strong attention to detail with ability to multi task while speaking with a customer on the phone.


• Easily adapt to change while balancing multiple priorities


• Ability to work a continuously flexible schedule including evenings, weekends, and holidays with punctuality and consistent work attendance.  Current hours of operation are 6:00 am – 7:00 pm Monday – Friday and 6:00 am – 5:00 pm Saturday


• Motivation for sales, adhering to set computer guided scripts and procedures


• Excellent verbal and written communications skills, effective listening skills, and ability to identify needs through phone conversation

       Preferred:  

• Knowledge or familiarity with HVAC equipment and standard concepts


• Knowledge or familiarity with Home warranty and services concepts


• Proven track record of exceeding quotas and business goals


• Proven ability to work successfully in a results-oriented environment


• Bilingual (Spanish)


• Ability to handle a high call volume environment while maintaining high performance.

Experience/Education

• 
  Required:  High School or GED


•  Preferred:  Associate Degree, some college courses


• 
  Required:  1 year experience in Sales or Customer Service


• 
  Preferred: 
  
  
  
  • Previous work experience in a fast paced Call Center environment
  
  
  • Experience accurately capturing details of phone conversation on paper and in a computer application.
  
  
  • Experience with direct or suggestive selling
  
  
  
  

Work Environment

• Account Representatives may sit or stand, but are required to remain at their desks except for scheduled lunch and breaks;  


• Office Environment

Competencies

Champions safety

Collaborates

Customer obsessed

Cultivates innovation

Drives Results

Nimble learning

We currently go to market as American Water Resources, Pivotal Home Solutions, and various regional brands, and we have more than 2 million active customer services in 43 states.

 

Apply Now