Customer Service Representative II

APCO Holdings•Cincinnati, OH

10d

About The Position

APCO Holdings partners with dealerships across North America to deliver innovative vehicle protection products and services that enhance the ownership experience for customers and drive growth for our partners. Through our family of brands, we bring together industry expertise, technology, and data-driven insights to help dealers strengthen their finance and insurance performance and build lasting relationships with their customers. Our teams work collaboratively across operations, technology, risk, finance, marketing, and sales to deliver solutions that create measurable value and support the continued growth of APCO and the partners we serve. The Customer Service Representative II (CSR II) provides Best-In-Class customer service while acting as a primary point of contact for inbound inquiries from clients, including contract holders, credit unions, brokers, and internal stakeholders. In addition to managing a high volume of requests, this role handles more complex issues, supports escalations, and partners with the operations team to assist with various administrative and process-related tasks.

Requirements

High school diploma or equivalent
Strong organizational and customer service skills.
Excellent verbal and written communication skills are necessary.
Ability to adapt to shifting priorities.
Ability to articulate relevant information and directions in an organized and concise manner.
Demonstrated strong proficiency with typing, computer software including Microsoft Office, Microsoft Outlook and all internal and external processing systems and resources.
Requires the ability to maintain confidential information and work independently and as a member of a team.
Learning mentality and ability to develop skills.

Responsibilities

Serve as a primary point of contact for inbound inquiries from contract holders, credit unions, brokers, and internal stakeholders, delivering timely and accurate resolutions
Handle a high volume of customer and client interactions via phone, email, and internal systems while maintaining service level expectations
Research and resolve complex issues, discrepancies, and exceptions with minimal supervision
Manage and de-escalate customer concerns, ensuring a best-in-class experience
Process transactions such as user access, cancellations, contract updates, and adjustments accurately
Partner with the operations team to support administrative tasks, reporting needs, and process workflows
Maintain accurate and detailed records in servicing systems and documentation platforms
Collaborate cross-functionally with sales, IT, claims, and accounting to ensure seamless service delivery
Embrace and support all our core values and a CI environment