Customer Retention Specialist

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 Retention Specialist to join our Direct-to-Consumer (DTC) team. In this role, you will be a trusted advisor for homeowners by providing exceptional customer service, educating customers on their home warranty coverage, recommending solutions based on their needs, and supporting customer renewals. You will 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.

The ideal candidate is passionate about serving others, naturally builds relationships, brings positive energy, and enjoys creating meaningful customer experiences. This is not a high-pressure sales position. Success comes from building trust, educating homeowners, and helping them make the best decisions for their home protection needs. If you enjoy creating positive customer experiences while achieving meaningful goals, you will thrive in this role.

This position will report to the Consumer Sales Manager. 

PAY: 

First year potential earnings: $56,000 to $95,000
Training period: $20/hr. for up to 120 days
Base pay after training: $15/hr. + bonus & commission

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

• Support retention efforts by building trust and providing personalized solutions

• 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
• Ability to work independently while contributing to a team environment
• Experience working with Microsoft Windows

EDUCATION:

• High school or equivalent

EXPERIENCE:

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

WHAT APHW OFFERS:

• Paid training 
• Health insurance, dental, and vision 
• Life insurance
• 401k (matching) 
• Paid holidays 
• Paid time off (Up to 5 weeks) 
• Short-term and long-term disability 
• Employee referral bonus
• Parenting time 
• Ramsey SmartDollar
• ADP LifeMart & LifeCare

Full-time; overtime as needed; based on business needs, Customer Success Consultants work the following shifts:

• Monday-Friday: 10am-7pm
• Monday-Friday: 1pm-10pm
• Tuesday-Saturday: 10am-7pm
• Tuesday-Saturday: 1pm-10pm

Location: Remote or In-person at our Jackson, MI Corporate Office

*Sales; Sales Representative; Inside Sales; Customer Service; Customer Relations; Concierge; Homeowner Concierge Specialist*