Customer Success Consultant

America's Preferred Home Warranty•Jackson, MI

8d•Onsite

About The Position

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 Success Consultant 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.

Requirements

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

Nice To Haves

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

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