Advocate - Contact Center Sales and Service

Job Description

Job Description

Who we Are

Oncourse Home Solutions, also operated as American Water Resources, is a trusted home protection provider helping homeowners across the country protect what matters most. We are a $500 million organization backed by private equity firm Apax Partners, serving 2 million customers across 43 states. We partner with 25+ utilities and municipalities (and growing!) to provide customized solutions tailored to any community - delivering real value where people live. We help homeowners protect the essential systems that keep their homes running - from HVAC, appliances, and electrical to water, sewer, gas lines, and more - so they can avoid the stress and financial impact of unexpected repairs. Our work helps homeowners stay safe, comfortable, and confident in their homes every day.

At Oncourse, our people are what makes that possible. We call ourselves SUPERs - Successful, United, Progressive, Empathetic, and Reliable - because that’s how we show up for our customers and for each other. We invest in our employees through competitive benefits, an inclusive culture, and employee-led resource groups that strengthen connection, community, and belonging across the company.

As an equal opportunity employer, our employment decisions are based on business needs, job requirements and individual qualifications without regard to race, color, religion, age, sex (including pregnancy), sexual orientation, gender identity, national origin, ancestry, marital status, parental status, mental or physical disability, military or veteran status, or any other basis protected by federal, state, or local law. Oncourse Home Solutions is committed to recruiting and retaining talented applicants and to providing all employees with a workplace free from discrimination and/or harassment. 

Position Summary

At Oncourse Home Solutions (OHS), our Contact Center Sales Agents are the driving force behind our revenue growth and quality customer engagement. As the voice of our brand, you will proactively sell home warranty and energy related products through inbound and outbound sales calls—all while creating exceptional customer experiences. This is a fully in office role (Monday – Friday) in our Naperville, IL location. Our collaborative, energetic office environment is a key part of our culture and success.

We’re hiring immediately and this isn’t your typical call center sales role. Our performance-based commission structure rewards driven sellers who exceed goals while serving customers with integrity — the more you close the right way, the more you earn!

Why Join OHS?

• Competitive salary complemented by a results driven commission structure.
• A supportive, energetic team culture that celebrates success.
• Clear career growth opportunities within a rapidly expanding company.
• Recognition programs, coaching, and ongoing development to help you excel.

What You’ll Do

Sales & Customer Engagement:

• Sell home warranty, protection plans, and energy related services to new and existing customers through inbound and outbound calls.
• Identify customer needs and confidently recommend products that provide clear value.
• Consistently meet and exceed daily, weekly, and monthly sales targets.
• Use proven sales techniques including upselling, cross selling, outbound sselling, and objection handling.

Customer Experience & Operations:

• Deliver professional, consultative conversations that build trust and rapport.
• Accurately document customer interactions, sales details, and follow-up actions in CRM systems.
• Navigate multiple systems quickly while maintaining accuracy and strong attention to detail.
• Collaborate with supervisors and coaches to continually improve performance, technique, and customer engagement.

We’re Excited if this is You:

Experience & Skills:

• 1+ years of sales experience —in retail, contact center, or similar customer-facing environment.
• Proven call center sales experience with service plans, home warranty products, or subscription-based offerings is highly valued.
• Proven experience achieving or exceeding sales goals.
• High energy, resilient, and motivated by earning commission.
• Strong communication skills: verbal, written, and digital.
• Comfortable following sales scripts, product guidelines, and structured workflows while maintaining a natural, customer-focused selling style.
• Ability to multitask while maintaining accuracy and professionalism.
• Drive revenue through high quality sales conversations (inbound & outbound).
• Follow standardized processes, scripts, and compliance guidelines.
• Demonstrate strong product knowledge and articulate benefits effectively.
• Maintain a thorough understanding of claims and transfer processes to support customer inquiries.
• Adapt quickly to coaching, feedback, and changing priorities.

Nice to Have:

• Contact center experience in a high-volume setting.
• Familiarity with HVAC systems, home warranty products, or utility services.
• Bilingual (Spanish).
• Experience with CRM platforms such as Salesforce or HubSpot.
• Track record of exceeding quotas in performance-driven environments.

Education:

• Associates, High School Diploma or GED or equivalent experience required.

Computer Skills for the role:

• Experience with CRM tools such as Salesforce or HubSpot (preferred)

We offer a compelling total rewards package that includes a competitive base salary and comprehensive benefits to support your total well-being.  The base pay for this position is $17.25 hourly. The specific pay offered will depend on qualifications, experience, education and skill set. The compensation offered may also include an annual performance-based bonus, sales incentive plan or commission target.

Our benefits include but are not limited to: healthcare, life insurance, paid time off, retirement, commuter benefits, and education reimbursement. Exact compensation may vary based on skills, experience, and location.

Join our SUPER Team and Enjoy Amazing Benefits!

• Competitive Compensation: We value your hard work and are proud of our competitive pay for performance philosophy.
• Comprehensive Health Coverage: Medical, dental, and vision insurance options, plus paid short-term and long-term disability coverage.
• 401(k) Plan with 4% Company Match: Secure your future with our robust retirement plan.
• Generous Paid Time Off: Take the time you need to recharge and relax.
• Education Assistance Program: Invest in your growth and development with our support.
• FSA/HSA Options: Flexible spending and health savings accounts to manage your transportation and dependent care expenses.
• Employee Wellness: Access to EAP, health, legal, and financial resources to support your overall well-being.
• Vibrant Company Culture: Monthly Townhalls, employee recognition programs, and Employee Business Resource Groups (EBRGs) to keep you engaged and connected.

Competencies

Communicate Effectively - Is able to clearly and succinctly communicate verbally and in writing in a variety of settings and styles; can get messages across that have the desired effect.

Composure - Is cool under pressure; does not become defensive or irritated when times are tough; is considered mature; can be counted on to hold things together during tough times; can handle stress; is not knocked of balance by the unexpected; doesn't show frustration when resisted or blocked; is a settling influence in a crisis.

Customer Focus - Is dedicated to meeting the expectations and requirements of internal and external customers; gets firsthand customer information and uses it for improvements in products and services; acts with customers in mind; establishes and maintains effective relationships with customers and gains their trust and respect.

Functional / Technical Skills - Has the functional and technical knowledge and skills to do the job at a high level of accomplishment.

Drive for Results - Can be counted on to exceed goals.

Technical Learning - Picks up on technical things quickly; can learn new skills and knowledge; is good at learning new industry, company, product, or technical knowledge; does well in technical courses and seminars successfully; is constantly and consistently one of the top performers; very bottom-line oriented; steadfastly pushes self and others for results.