OnPoint is seeking passionate individuals dedicated to providing exceptional service experiences. Join us in supporting consumers who rely on us daily to maintain their products, whether under OEM warranty, service contracts, home warranties, or out-of-contract coverage. If you believe you'd be a great addition to our superhero team, we encourage you to explore and apply for our open positions!
If you think you are a great fit for our team, please click the button below and fill out the form. Our HR team will be in touch!
Each position is listed in detail below.
Service Network Recruiter
The Service Network Recruiter is responsible for recruiting and enrolling new servicers into the OnPoint Warranty service network. This position works closely with the OnPoint Management team to ensure our network exceeds desired service levels.
This position is in Louisville, KY. Local candidates only please.
PRIMARY RESPONSIBILITIES:
- Solicit new or existing service providers based on coverage needs and follow-up as needed through phone, email, and text communication
- Utilize our CRM to support communications
- Provide service providers with our policy and procedures and redirect to the correct department to handle
- Distribute necessary documents to servicers for dispatching or service agreement negotiation purposes and perform all necessary follow-up
- Track and/or correct issues with the current servicer network
- Add new service provider details to internal and external dispatching systems and ensure dispatching profiles are correct
- Maintain the data integrity of the current service network
- Create and maintain service provider addresses & contact details for solicitation purposes
- Process rate change requests
- Closure of accounts and all follow-up
- Maintain a positive attitude and support OnPoint’s Commitment to Excellence
- Maintain productivity and quality assurance goals
- Maintain on-time attendance and schedule adherence
- Provide on-the-job training for new employees
PRIMARY QUALIFICATIONS
- A minimum of 1-2 years of customer service experience
- Commitment to excellence and high standards
- Excellent written and oral communication skills
- Strong organizational, problem-solving, and analytical skills
- Ability to manage priorities and workflow
- Versatility, flexibility, and a willingness to work within constantly changing priorities with enthusiasm
- Ability to work independently and as a member of various teams and committees
- Strong interpersonal skills.
- Ability to deal effectively with a diversity of individuals at all organizational levels.
- Good judgment with the ability to make timely and sound decisions
- Ability to work on complex projects with general direction and minimal guidance
Contact Center QA Analyst
The Contact Center QA Analyst is responsible for the oversight of the quality of written/oral communication and internal processes of the Contact Center. Position will directly support the Operations team in maintaining departmental standards and work directly with management to ensure optimal performance of the contact center. This is accomplished by ensuring that agents are adhering to all scripts and appropriately referencing established job aids to meet the Contact Center’s expectations.
This position is in Louisville, KY. Local candidates only please.
PRIMARY RESPONSIBILITIES:
- Maintain availability to support Operations team with questions and provide guidance in supporting appropriate communication and process quality.
- Monitor call center agent’s calls for accuracy and customer experience.
- Ensure team is correctly adjudicating service requests according to established company polices and Protection Plan purchased.
- Ensure service requests have been routed to appropriate department/personnel.
- Guide call center agents with established contact center policies, procedures and Standards of Operation (SOP’s) to include assisting with escalations and unsatisfied customer situations.
- Assist all call center agents in determining best method used to solve problems or objectives
- Provide feedback and coaching to team members to ensure their individual and teams success.
- Maintain a consistent flow of communication to all contact center counter parts to ensure identified opportunities are being addressed.
- Host and manage bi-weekly calibrations
- Maintain external stakeholder QA expectations
- Maintain KPI records if applicable
- Identify and communicate quality training opportunities to training team
Primary Qualifications:
- A minimum of 1 year of experience in call center QA or customer service QA
- A minimum of 1 year of experience in warranty processes or claims handling
- A minimum of 1 year of experience in monitoring and evaluating customer interactions
- Experience with calibration sessions, coaching agents, and reporting QA metrics
- Excellent listening and analytical skills
- Strong written and verbal communication
- Coaching and feedback delivery
- Detail-oriented with strong organizational skills
- Ability to work under pressure and manage multiple priorities
- QA monitoring software
- CRM systems
- Data analysis tools (e.g., Excel, Google Sheets, Power BI)
- Creating and managing QA scorecards
- Familiarity with call scripting and adherence checks
- Warranty policies and procedures
- Call center operations
- Customer experience standards
- Understanding of call quality standards (tone, resolution, compliance)
- Understanding of escalation processes and claims workflows
- Understanding of service level agreements (SLAs) and compliance monitoring
Claims Specialist
The Claims Specialist has the responsibility for processing service claims made by the OnPoint Warranty Service Network. The position works closely with the OnPoint Service and Claims Management teams to ensure our network maintains the desired lost cost ratios.
This position is in Louisville, KY. Local candidates only please.
Primary Responsibilities:
- Evaluate all new claims, request new data, administer claims adjudication based upon claims logic and rules
- Analyze all claims and identify all risks and ensure processing of all claims as per company policy
Primary Qualifications:
- Previous experience with claims is preferred
- Strong attention to detail
- Commitment to excellence and high standards
- Excellent written and oral communication skills
- Strong organizational, problem-solving, and analytical skills
- Ability to manage priorities and workflow
- Versatility, flexibility, and a willingness to work within constantly changing priorities
- Ability to work independently and as a member of various teams and committees
- Ability to deal effectively with a diversity of individuals at all organizational levels
- Ability to work on complex projects with general direction and minimal guidance
Retail Program Manager
We are seeking a dynamic and experienced Retail Program Manager to manage OnPoint Warranty’s day-to-day administrative sales, customer ordering functions, non-impact direct accounts, sales rep and distributor accounts and all other related periodic required tasks as directed by sales leadership. The ideal candidate will possess strong leadership skills, a passion for customer service, and a proven track record in managing retail accounts.
This position reports to the VP of Retail Service and is based in our Louisville, KY office. Local candidates only please.
This position will pay $60,000 with bonus potential up to $20,000 per year for growth and new accounts.
Primary Duties and Responsibilities:
-
Manages operations, reports and relationships for assigned accounts.
- Professionally, timely, and accurately manages and maintains all order related requests and paperwork from the sales representatives and distributors as assigned
- Professional and timely communications with assigned accounts, including monitoring and management of the inbound OnPoint sales phone extension and voicemail box
- Maintains the OnPoint relationship with all current assigned and prospective direct accounts,
- Manages registration process with assigned accounts as needed and responds timely and appropriately
- Works with the accounts to ensure POP inventories are aligned with projected demand, orders are shipped on schedule, and shipping confirmations are received and distributed
- Communicates with internal and external stakeholders to ensure projects are prioritized appropriately
- Onboard new accounts
- Point of Contact to direct inquiries from assigned accounts to appropriate parties within OnPoint organization.
- Assesses new growth opportunities for additional plans or plan upgrades with current accounts.
- Contact via phone all assigned accounts once per quarter
- Contacts new prospects through lead lists and implements newly acquired accounts.
- Review data on plan performance and sales for all assigned accounts
- Design, develop and deliver various training initiatives and support with in-store training for larger accounts
- Represent OnPoint Warranty Services at virtual and live conferences and seminars
Experience and Education Required:
Two to four years related experience and/or training; or equivalent combination of education and experience. Associate degree Required, Bachelor's degree (B. A. or B.S.) from four-year college or university preferred.
Specific Knowledge, Skills, and Abilities Required:
- Strong computer software skills, advanced Excel skills preferred
- Strong organization and communications skills
- Self-motivated and self-directed
- Strong organizational skills
- Strong project management skills
- Experience in preparing effective presentations and visual tools
Competency- To perform the job successfully, an individual should demonstrate the following competencies:
- Business Acumen - Understands business implications of decisions; Displays orientation to profitability; Demonstrates knowledge of market and competition; Aligns work with strategic goals.
- Initiative - Looks for and takes advantage of opportunities; Asks for and offers help when needed.
- Innovation - Displays original thinking and creativity; Meets challenges with resourcefulness; Generates suggestions for improving work; Develops innovative approaches and ideas; Presents ideas and information in a manner that gets others' attention.
- Analytical - Synthesizes complex or diverse information; Collects and researches data; Uses intuition and experience to complement data; Develops alternative solutions.
- Change Management - Develops workable implementation plans; Communicates changes effectively; Builds commitment and overcomes resistance; Prepares and supports those affected by change; Monitors transition and evaluates results.
- Written Communication - Writes clearly and informatively; Edits work for spelling and grammar; Varies writing style to meet needs; Presents numerical data effectively; Able to read and interpret written information.
- Ethics - Treats people with respect; Keeps commitments; Inspires the trust of others; Works with integrity and ethically; Upholds organizational values.
- Organizational Support - Follows policies and procedures; Completes administrative tasks correctly and on time; Supports organization's goals and values.
- Planning/Organizing - Prioritizes and plans work activities; Uses time efficiently; Plans for additional resources; Sets goals and objectives; Develops realistic action plans.
- Professionalism - Approaches others in a tactful manner; Reacts well under pressure; Treats others with respect and consideration regardless of their status or position; Accepts responsibility for own actions; Follows through on commitments.
- Quality - Demonstrates accuracy and thoroughness; Looks for ways to improve and promote quality; Applies feedback to improve performance; Monitors own work to ensure quality.
- Adaptability - Adapts to changes in the work environment; Manages competing demands; Changes approach or method to best fit the situation; Able to deal with frequent change, delays, or unexpected events.
- Dependability - Follows instructions, responds to management direction; Takes responsibility for own actions; Keeps commitments; Commits to long hours of work when necessary to reach goals. Completes tasks on time or notifies appropriate person with an alternate plan.
- Reasoning Ability - Ability to solve practical problems and deal with a variety of concrete variables. Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.
Home Warranty Program Manager
Under the supervision of the VP of Home Warranty, the Home Warranty Program Manager will manage OnPoint’s day-to-day administrative sales, customer ordering functions, non-impact direct accounts, sales rep and distributor accounts and all other related periodic required tasks as directed by sales leadership.
This position reports to the VP of Retail Service and is based in our Louisville, KY office. Local candidates only please.
This position will pay $60,000 with bonus potential up to $20,000 per year for growth and new accounts.
Primary Duties and Responsibilities:
- Manages operations, reports and relationships for assigned accounts.
- Professionally, timely, and accurately manages and maintains all order related requests and paperwork from the sales representatives and distributors as assigned
- Professional and timely communications with assigned accounts, including monitoring and management of the inbound OnPoint sales phone extension and voicemail box
- Maintains the OnPoint relationship with all current assigned and prospective direct accounts,
- Manages registration process with assigned accounts as needed and responds timely and appropriately
- Works with the accounts to ensure POP inventories are aligned with projected demand, orders are shipped on schedule, and shipping confirmations are received and distributed
- Communicates with internal and external stakeholders to ensure projects are prioritized appropriately
- Onboard new accounts
- Point of Contact to direct inquiries from assigned accounts to appropriate parties within OnPoint organization.
- Assesses new growth opportunities for additional plans or plan upgrades with current accounts.
- Contact via phone all assigned accounts once per quarter
- Contacts new prospects through lead lists and implements newly acquired accounts.
- Review data on plan performance and sales for all assigned accounts
- Design, develop and deliver various training initiatives and support with in-store training for larger accounts
- Represent OnPoint Warranty Services at virtual and live conferences and seminars
Experience and Education Required:
Two to four years related experience and/or training; or equivalent combination of education and experience. Associate degree Required, Bachelor's degree (B. A. or B.S.) from four-year college or university preferred.
Specific Knowledge, Skills, and Abilities Required:
- Strong computer software skills, advanced Excel skills preferred
- Strong organization and communications skills
- Self-motivated and self-directed
- Strong organizational skills
- Strong project management skills
- Experience in preparing effective presentations and visual tools
Competency- To perform the job successfully, an individual should demonstrate the following competencies:
- Business Acumen - Understands business implications of decisions; Displays orientation to profitability; Demonstrates knowledge of market and competition; Aligns work with strategic goals.
- Initiative - Looks for and takes advantage of opportunities; Asks for and offers help when needed.
- Innovation - Displays original thinking and creativity; Meets challenges with resourcefulness; Generates suggestions for improving work; Develops innovative approaches and ideas; Presents ideas and information in a manner that gets others' attention.
- Analytical - Synthesizes complex or diverse information; Collects and researches data; Uses intuition and experience to complement data; Develops alternative solutions.
- Change Management - Develops workable implementation plans; Communicates changes effectively; Builds commitment and overcomes resistance; Prepares and supports those affected by change; Monitors transition and evaluates results.
- Written Communication - Writes clearly and informatively; Edits work for spelling and grammar; Varies writing style to meet needs; Presents numerical data effectively; Able to read and interpret written information.
- Ethics - Treats people with respect; Keeps commitments; Inspires the trust of others; Works with integrity and ethically; Upholds organizational values.
- Organizational Support - Follows policies and procedures; Completes administrative tasks correctly and on time; Supports organization's goals and values.
- Planning/Organizing - Prioritizes and plans work activities; Uses time efficiently; Plans for additional resources; Sets goals and objectives; Develops realistic action plans.
- Professionalism - Approaches others in a tactful manner; Reacts well under pressure; Treats others with respect and consideration regardless of their status or position; Accepts responsibility for own actions; Follows through on commitments.
- Quality - Demonstrates accuracy and thoroughness; Looks for ways to improve and promote quality; Applies feedback to improve performance; Monitors own work to ensure quality.
- Adaptability - Adapts to changes in the work environment; Manages competing demands; Changes approach or method to best fit the situation; Able to deal with frequent change, delays, or unexpected events.
- Dependability - Follows instructions, responds to management direction; Takes responsibility for own actions; Keeps commitments; Commits to long hours of work when necessary to reach goals. Completes tasks on time or notifies appropriate person with an alternate plan.
- Reasoning Ability - Ability to solve practical problems and deal with a variety of concrete variables. Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.
EOE
The above are intended to describe the general content of and requirements for the performance of this job. It is not to be construed as an exhaustive statement of duties, responsibilities or physical requirements. Nothing in this job description restricts management’s right to assign or reassign duties and responsibilities to this job at any time. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
