Address
Form of work
SalaryJob Title:
Vehicle Protection Agent
ADP Job Code:
VEPROSAG
Department:
Post Purchase Sales (PPS)
Reports to:
Sr. Manager, PPS Agents and Sales
FLSA Status:
Non-Exempt (Hourly)
Grade:
10
Salary Band:
Admin/Operations
Updated:
October 2023
Summary
Our Vehicle Protection Agent will help establish our reputation as a company that offers excellent customer support during all sales and post-sales interactions. A successful representative will accept ownership for effectively solving customer inquiries and complaints while keeping customer satisfaction at the core of every decision and behavior. Our Vehicle Protection Agent is the front-line point of contact with current contract holders that call in to inquire about their coverage. A Vehicle Protection Agent should be a self-starter and excellent communicator who’s able to earn our customers’ trust and influence customers to hear renewal options for their vehicle’s extended coverage. To perform this job the individual must be able to perform each essential duty satisfactorily.
Essential Duties and Responsibilities
- Provide world-class customer service in every interaction
- Manage large amounts of inbound and outbound calls
- Transfer and schedule appointments for our internal Sales Team
- Captivate customers and cultivate interest in renewing their coverage
- Follow call center guides when handling different customer situations
- Build rapport and engage customers while providing solutions
- Use proprietary software to manage contacts while processing applications
- Keep records of all conversations in our call center systems in a comprehensible way
- Meet and exceed project goals on a regular basis
- Meet personal/team qualitative and quantitative targets
- Commit and adhere to a set schedule
- Must be able to toggle between multiple monitors required to perform said duties
- Capable of conveying consistent, warm customer service with a dynamic smile that can be felt by the customer over the phone
Please note, this role is 100% remote. Our hours of operations are from 8am-8pm CST Monday-Thursday, split between two shifts 8am-5pm and 11am-8pm, Friday from 8am-5pm, and 9am-3pm on Saturdays. Your weekday schedule is set and would vary based on a varying 9-hour shift (1 hour for lunch). Each Vehicle Protection Agent will be scheduled to work two late shifts per week and a minimum of one Saturday a month. You must have a flexible schedule and be available to work during the stated hours as needed. Schedules may be subject to change based on staffing or business needs.
Education and Experience
- High School Diploma or equivalent required
- Preferred two years of experience in a high-volume Call Center.
- Preferred 1+ years of experience with outbound sales/appointment setting in a call-center environment
Skills
- Excellent oral and written communication skills
- Excellent listening skills with a thorough attention to detail
- Ability to articulate relevant information and directions in an organized and concise manner
- Ability to multitask and manage time effectively in a fast-paced environment
- Able to adapt to personal coaching and procedure modifications
- Regular, consistent, and punctual attendance and adherence to schedule
- Ability to maintain a positive, helpful attitude by adapting to different personalities in all customer service and sales situations
- Ability to work independently and in a team environment
- Ability to work in a structured and fast-paced team sales environment
- Basic knowledge and experience using Microsoft Outlook and Word
Physical Demands
While performing the duties of this job, the employee is regularly required to type and look at a computer screen for long periods of the day. The employee must be able to sit for long periods of time.
Qualifications
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed above are representative of the knowledge, skill, and/or ability required. Reasonable accommodations will be made to enable individuals with disabilities to perform the essential functions.
Note
This job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.
Employee signature below constitutes employee's understanding of the responsibilities and the job qualifications of the position.
Employee__________________________________ Date_____________
Automobile Protection Corporation (APCO) is a Drug Free Workplace as well as an Equal Opportunity Employer. Qualified applicants shall be considered for all positions without regard to race, color, sex, religion, national origin, age, disability, veteran status, or any other status protected by federal, state or local law.
