Careers

OnPoint is looking for like-minded people, focused on delivering great service experiences to the consumers that depend on us each and every day to keep their products up and running under OEM warranty, service contract, home warranty or outside of contract coverage. 

Click the titles to browse our open positions and contact us if you think you can be an asset to our super-hero team!

• HR Generalist
• Administrative Assistant
• Program Manager  
• Certified Project Manager
• Cloud Engineer
• Claims Adjudicator
• Account Manager
• Business Analyst
• NodeJS/React Developer
• Technical Advisor
• Open Call Advocate
• Customer Advocate
• Sales Agent
• Contractor Relationship Manager

IIf you think you are a great fit for our team, please click the button below and fill in the form.  Our managers will get right back to you!

Each position is listed in detail below.

Human Resources Generalist

OnPoint is looking for an entry level HR Generalist to coordinate human resources activities including but not limited to employment and employee relations.

Duties and Responsibilities:

• Assist with administration of company-wide human resources policies, procedures, and practices in accordance with stated corporate objectives and federal and state legal requirements.
• Recruits and interviews candidates; provides management with hiring recommendations.
• Coordinates hiring process, including but not limited to conducting background and reference checks, negotiating salary offers, and issuing job confirmation letters and other internal communication.
• Coordinates and/or conducts employee-relations activities and programs including but not limited to employee counseling, interpretation of policies, new employee orientation, and employee recognition programs.
• Coordinates programs to attract qualified candidates through the design and placement of position announcements, advertising, and/or participation in job fairs.
• Conducts exit interviews with employees; communicates findings to management.
• Responds to inquiries regarding the organization’s processes, policies, procedures, and programs.
• Conducts ongoing information and training sessions to develop employees and provide support and problem resolution.
• Coordinates distribution/communication of projects including but not limited to Employee Policy handbook and employee recognition.
• Identifies potential employee-relations issues and makes recommendations to management.
• Conducts investigations into claims of harassment or other company-guideline violations.
• Coordinates administration of workers’ compensation and unemployment claims.
• Assists in administration of company compensation and benefits programs.
• Performs other related duties as assigned by management. 
  
  Qualifications: 
• Bachelor’s degree (B.A.) or equivalent, two to four years related experience, or equivalent combination of education and experience.
• Working knowledge of HR laws and regulations.
• Basic competence in duties and tasks of supervised employees.
• Experience in recruiting and staffing.
• Strong organizational, problem-solving, and analytical skills.
• Ability to manage priorities and workflow.
• Ability to work independently and as a member of various teams and committees.
• Proficient on ADP Workforce Now platform.
• Strong interpersonal skills.
• Ability to deal effectively with a diversity of individuals at all organizational levels.
• Excellent written and verbal communication skills.
  
  Competencies: 
• Problem Solving--Identifies and resolves problems in a timely manner; Gathers and analyzes information skillfully; Develops alternative solutions; Works well in group problem solving situations; Uses reason even when dealing with emotional topics.
• Interpersonal Skills--Focuses on solving conflict, not blaming; Maintains confidentiality; Listens to others without interrupting; Keeps emotions under control; Remains open to others' ideas and tries new things.
• Oral Communication--Speaks clearly and persuasively in positive or negative situations; Listens and gets clarification; Responds well to questions; Demonstrates group presentation skills; Participates in meetings.
• 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.
• Teamwork--Balances team and individual responsibilities; Exhibits objectivity and openness to others' views; Gives and welcomes feedback; Contributes to building a positive team spirit; Puts success of team above own interests; Able to build morale and group commitments to goals and objectives; Supports everyone's efforts to succeed.

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Administrative Assistant

• Answers and screens telephone calls in a professional and timely manner; takes accurate messages with a high degree of professionalism and courtesy; arranges conference calls.
• Exercises considerable judgement and discretion in handling requests for appointments and telephone calls.
• Distributes daily internal/external mail and overnight packages; sends and distributes faxes.
• Composes, types, and distributes professional correspondence and memoranda, E-mails and faxes, using individual initiative and as assigned.
• Proactively establishes, and maintains highly organized filing system; files correspondence and other records.
• Coordinates calendars and schedules appointments, ensuring all parties are informed of and kept abreast of schedule awareness. 
• Meets and greets visitors.
• Coordinates travel arrangements; completes expense reports and processes invoices; ensures that correct account codes are used and required signatures obtained.
• Conducts research; compiles and types statistical reports.
• Coordinates meetings including but not limited to preparing and distributing agendas and other meeting materials, reserving and preparing facilities, and recording and transcribing meeting minutes.
• Orders and maintains supplies; coordinates equipment maintenance.
• Manages office petty cash fund and reimbursement procedures.
• Assists in development and implementation of department systems and procedures as needed.
• Performs general clerical duties including but not limited to filing, photocopying, faxing, and mailing.
• Demonstrates a high level of professionalism in dealing with confidential and sensitive issues.
• Assists with special projects as assigned.
• Performs other related duties as assigned by management.  

• Associate's degree (A.A.) or equivalent, three to five years related experience, or equivalent combination of education and experience.
• Excellent verbal and written communication skills.Commitment to excellence and high standards.
• Strong organizational, problem-solving, and analytical skills; able to manage priorities and workflow.
• Strong interpersonal skills.
• Ability to understand and follow written and verbal instructions.
• Ability to deal effectively with a diversity of individuals at all organizational levels.
• Good judgement with the ability to make timely and sound decisions.
• Creative, flexible, and innovative team player.
• Ability to work independently and as a member of various teams and committees.
• Versatility, flexibility, and a willingness to work within constantly changing priorities with enthusiasm.
• Acute attention to detail.
• Demonstrated ability to plan and organize projects.

• Problem Solving--Identifies and resolves problems in a timely manner; Gathers and analyzes information skillfully; Develops alternative solutions; Works well in group problem solving situations; Uses reason even when dealing with emotional topics. 
• Customer Service--Manages difficult or emotional customer situations; Responds promptly to customer needs; Solicits customer feedback to improve service; Responds to requests for service and assistance; Meets commitments.
• Interpersonal Skills--Focuses on solving conflict, not blaming; Maintains confidentiality; Listens to others without interrupting; Keeps emotions under control; Remains open to others' ideas and tries new things. 
• Oral Communication--Speaks clearly and persuasively in positive or negative situations; Listens and gets clarification; Responds well to questions; Demonstrates group presentation skills; Participates in meetings. 
• 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.
• Teamwork--Balances team and individual responsibilities; Exhibits objectivity and openness to others' views; Gives and welcomes feedback; Contributes to building a positive team spirit; Puts success of team above own interests; Able to build morale and group commitments to goals and objectives; Supports everyone's efforts to succeed. 
• Quality Management--Looks for ways to improve and promote quality; Demonstrates accuracy and thoroughness. 
• Judgment--Displays willingness to make decisions; Exhibits sound and accurate judgment; Supports and explains reasoning for decisions; Includes appropriate people in decision-making process; Makes timely decisions.
• Motivation--Sets and achieves challenging goals; Demonstrates persistence and overcomes obstacles; Measures self against standard of excellence; Takes calculated risks to accomplish goals.
• 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.
• Attendance/Punctuality--Is consistently at work and on time; Ensures work responsibilities are covered when absent; Arrives at meetings and appointments on time. 
• 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. 
• Initiative--Volunteers readily; Undertakes self-development activities; Seeks increased responsibilities; Takes independent actions and calculated risks; Looks for and takes advantage of opportunities; Asks for and offers help when needed. 

• Frequently/Continually required to sit.
• Frequently/Continually required to utilize hand and finger dexterity.

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Program Manager  

• Strategize, implement, and maintain program initiatives that adhere to organizational objectives 
• Formulate, organize and monitor inter-connected projects 
• Coordinate cross-project activities 
• Determine suitable strategies and objectives 
• Lead and evaluate project managers and other staff 
• Develop and control deadlines, budgets and activities 
• Apply change, risk and resource management 
• Assume responsibility for the program’s people and vendors 
• Assess program performance and maximize ROI 
• Resolve project’s higher scope issues 
• Prepare reports for executive leadership  

• Excellent interpersonal skills and Problem-solving skills. 
• Proven experience as a Program Manager or other managerial position 
• Thorough understanding of project/program management techniques and methods 
• Excellent knowledge of MS Office, program/project management software (ASANA/MS Project) 
• Outstanding leadership and organizational skills 
• Effective written and verbal communication skills. 

• 5+ years in an advanced management role (preference given to those with program management experience 
• Outstanding working knowledge of change management principles and performance evaluation processes 
• Education/Experience Requirements: 
• Bachelor’s degree in business administration or related field

CERTIFIED PROJECT MANAGER

JOB OVERVIEW

OnPoint Warranty, a leading provider of insuretech, mobile solutions and warranty services is seeking a certified project manager to lead implementations of mobile and warranty programs. 

The Project manager will be responsible for planning and overseeing projects to ensure they are completed in a timely fashion and within budget. Project managers plan and designate project resources, prepare budgets, monitor progress, and keep stakeholders informed the entire way. This is all done within the confines of a company's goals and vision. Project managers are needed on a wide variety of projects, including IT, mobile, warranty administration and marketing. 

RESPONSIBILITIES FOR PROJECT MANAGER

• Determine and define project scope and objectives
• Predict resources needed to reach objectives and manage resources in an effective and efficient manner
• Prepare budget based on scope of work and resource requirements
• Track project costs in order to meet budget
• Develop and manage a detailed project schedule and work plan
• Provide project updates on a consistent basis to various stakeholders about strategy, adjustments, and progress
• Manage contracts with vendors and suppliers by assigning tasks and communicating expected deliverables
• Utilize industry best practices, techniques, and standards throughout entire project execution
• Monitor progress and make adjustments as needed
• Measure project performance to identify areas for improvement

QUALIFICATIONS FOR PROJECT MANAGER

• Bachelor's degree in computer science, business, or a related field
• 5-8 years of project management and related experience
• Project Management Professional (PMP) certification preferred
• Proven ability to solve problems creatively
• Strong familiarity with project management software tools, methodologies, and best practices
• Experience seeing projects through the full life cycle.
• Excellent analytical skills.
• Strong interpersonal skills and extremely resourceful.
• Proven ability to complete projects according to outlined scope, budget, and timeline.

COMPETENCIES:

• Problem Solving--Identifies and resolves problems in a timely manner; Gathers and analyzes information skillfully; Develops alternative solutions; Works well in group problem solving situations; Uses reason even when dealing with emotional topics.
• Customer Service--Manages difficult or emotional customer situations; Responds promptly to customer needs; Solicits customer feedback to improve service; Responds to requests for service and assistance; Meets commitments.
• Interpersonal Skills--Focuses on solving conflict, not blaming; Maintains confidentiality; Listens to others without interrupting; Keeps emotions under control; Remains open to others' ideas and tries new things.
• Oral Communication--Speaks clearly and persuasively in positive or negative situations; Listens and gets clarification; Responds well to questions; Demonstrates group presentation skills; Participates in meetings.
• 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.
• Teamwork--Balances team and individual responsibilities; Exhibits objectivity and openness to others' views; Gives and welcomes feedback; Contributes to building a positive team spirit; Puts success of team above own interests; Able to build morale and group commitments to goals and objectives; Supports everyone's efforts to succeed.
• 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.
  Attendance/Punctuality--Is consistently at work and on time; Ensures work responsibilities are covered when absent; Arrives at meetings and appointments on time.
• 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.

PHYSICAL DEMANDS AND WORK ENVIRONMENT:

• Frequently required to sit.
• Frequently required to utilize hand and finger dexterity.
• Frequently required to talk or hear.
• Frequently utilize visual acuity to use a keyboard.
• Travel as needed by the business.

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Desktop Administrator

The Desktop Administrator has the responsibility to own, manage, and improve our desktop environment and provide support to our end users.  This job is located in our Louisville, KY office. The best candidate would have a wide breath of experience with a strong sense of ownership and an improvement mindset.  If you like wearing multiple hats and are looking to expand your technical expertise with a growing company, this is the position for you.

• We value real-world experience in the following administrative areas:
  • Azure AD (Users, Groups)
  • Google Cloud
  • Endpoint/InTune
  • Azure Access Policies
  • Desktop Policies
  • Desktop Security (via Policy, Security Suite, and MFA)
  • Asset Management
  • End User Support
  • Application Support
  • Networking and troubleshooting (TCP/IP, DNS, HTTP, routing, switching, firewalls, LAN/WAN, traceroute, iperf, dig, cURL or related).
• Excellent problem solving and analytical skills with attention to detail and driving issues to resolution.
• Excellent communication and customer service skills.
• Team oriented with a drive to deliver results.

• Configuration, deployment, and support of local and remote Windows and ChromeOS desktop systems.
• Monitor, administer, upgrade, and patch production desktops and applications per standard procedures.
• Track and manage assets.
• End User Support and Incident Management.
• Monitor and manage security alerts.

• Bachelor degree in Computer Science, Engineering, Math or related (equivalent experience considered).
• Microsoft MDAA, MMD

Cloud Infrastructure Administrator

OnPoint is seeking a highly motivated self-starter to own, manage, improve, and position our cloud environment to grow with the business.
The best  candidate would have a wide breath of experience with a strong sense of ownership, and a five-nine mindset for quality and uptime. If you like wearing multiple hats and are looking to expand your technical expertise with a dynamic, growing company, this is the position for you.

Qualifications:

We value real-world experience in the following administrative areas:

• Azure AD Design, Implementation and Maintenance:
  • DevOps/Web Services
  • CI/CD
  • MS SQL Infrastructure
  • Compliance and Security (AAD)
• AWS/DigitalOcean/Cloudways Design, Implementation and Maintenance:
  • Cloud Infrastructure
  • IAM User/Group/Policy Management
  • SSO/Federation
  • MySQL Infrastructure
  • AWS Connect Flow and Instance Management
  • VPC Security and Address Management
• Cloud Application Infrastructure
• Datadog logging and analytics
• Cloud Security (IPS/IDS)
• VPN Management
• Container Management and Orchestration
• Excellent client and peer communications.
• Team oriented with a drive to deliver results.

Please provide information on any college or certifications.

Responsibilities:

• Responsibilities for the System Administrator can vary, but should include:
• Available outside of business hours to respond to service incidents.
• Operations including incident, problem, change, and request fulfillment.
• Monitor, administer, upgrade, and patch production infrastructure and applications per standard procedures.
• Support compliance program requirements.
• Tune monitoring systems to maximize detection and reduce noise.

Required Skills:

• Proficient with scripting (eg. Bash – Powershell).
• Proficient with administration of Linux in a production environment.
• Proficient with networking and troubleshooting (TCP/IP, DNS, HTTP, routing, switching, firewalls, LAN/WAN, traceroute, iperf, dig, cURL or related).
• Proficient with security best practices in server configuration, tool development, and access controls.
• Proficient with administration, automation, and orchestration of Windows and Linux environments.
• Proficient with Active Directory administration and able to support access management operations.
• Strong written and verbal interpersonal skills.
• Strong customer focus and ownership
• Excellent problem solving and analytical skills with attention to detail and driving issues to resolution.
• Demonstrated ability to learn new skills and apply learned knowledge.
• Demonstrated ability to prioritize and execute multiple tasks.

• 3+ years experience in 24x7 production environments.
• 3+ years Windows and/or Linux administration and enterprise production experience.
• Experience working in an Agile and/or SAFe environment.

• Bachelor degree in Computer Science, Engineering, Math or related (equivalent experience considered).
• Candidates with relevant certifications are preferred, including but not limited to the following:
• Kubernetes - 
• Linux – CompTIA Linux+, GCUX, LPI
• Microsoft: Azure Administrator, Azure DevOps Engineer, Azure Architect, MCSE
• Amazon Web Services: IAM, Connect, VPC, EC2
• Google Cloud Administration

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Claims Adjudicator

The Claims Adjudicator 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 job is located in our Louisville, KY office.

Specifically, the Claims Adjudicator will:

• 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.

Qualifications:

• Bachelor’s degree (B.A./B.S.) in a related field or equivalent or one to two years of related experience or equivalent.
• Commitment to excellence and high standards
• Excellent written and oral communication skills
• Excellent presentation 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
• Proven ability to handle multiple projects and meet deadlines
• 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
• Creative, flexible, and innovative team player
• Ability to work on complex projects with general direction and minimal guidance.
• Ability to communicate effectively and persuasively in writing.

Competencies:

• Analytical-Synthesizes complex or diverse information; Collects and researches data; Uses intuition and experience to complement data; Designs workflows and procedures.
• Oral Communication--Speaks clearly and persuasively in positive or negative
• Teamwork-Balances team and individual responsibilities; Exhibits objectivity and openness to others' views; Gives and welcomes feedback; Contributes to building a positive team spirit; Puts success of team above own interests; Able to build morale and group commitments to goals and objectives; Supports everyone's efforts to succeed.
• Quality-Demonstrates accuracy and thoroughness; Looks for ways to improve and promote quality; Applies feedback to improve performance; Monitors own work to ensure quality.
• Quantity-Meets productivity standards; Completes work in a timely manner; Strives to increase productivity; Works quickly.

• Occasionally/Frequently/Continually required to sit
• Occasionally/Frequently/Continually required to utilize hand and finger dexterity
• Occasionally/Frequently/Continually utilize visual acuity to operate equipment, read technical information, and/or use a keyboard.

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Business Analyst

SUMMARY:

Excellent communicator with strong IT background and skills, able to work effectively in conjunction with Clients and internal business owners/executives. Will serve as primary conduit between the business and IT to ensure IT deliverables are well-documented, well-communicated, and effectively drive accountability within the business.

DUTIES AND RESPONSIBILITIES:

• Reviews requirements and develops technical specifications.
• Avid participant in client and internal project meetings to understand deliverables and objectives.
• Develops, designs, and maintains data flows and integrated processes.
• Analyzes, develops, and tests IT deliverables related to functional specifications.
• Performs other related duties as assigned by management.
• Must be able to effectively communicate and get along with all aspects of business and client teams.

• 4 or more years of experience in effective Business Analyst roles.
• Must have excellent verbal and written communication skills.
• Bachelor’s degree in Computer Science or related field or equivalent experience.
• Strong understanding of relational database design and web technologies.
• Understanding of general Development Life Cycle and process methodologies.
•  Ability to evaluate an existing architecture and document issues and suggested improvements.
• Ability to work independently as well as within a small team.
• Detail-oriented and a team player.
• Ability to understand technical documents.
• DevOps experience and effectively using as a tool to drive project work.
• Ability to successfully manage multiple task assignments across several projects.
• Proactive approach to problem resolution and ability to work in a fast-paced environment.
• Ability to understand, analyze, and manage dataset functionality inputs and outputs.
• Proficient in ETL, JSON, Javascript, API Connections (both Restful and Soap), and Oracle or MySQL, and SFTP/FTP interfaces.

COMPETENCIES:

• Analytical--Synthesizes complex or diverse information; Collects and researches data; Uses intuition and experience to complement data; Designs work flows and procedures.
• Design--Generates creative solutions; Translates concepts and information into images; Uses feedback to modify designs; Applies design principles; Demonstrates attention to detail.
• Problem Solving--Identifies and resolves problems in a timely manner; Gathers and analyzes information skillfully; Develops alternative solutions; Works well in group problem-solving situations; Uses reason even when dealing with emotional topics.
• Project Management--Develops project plans; Coordinates projects; Communicates changes and progress; Completes projects on time and budget; Manages project team activities.
• Technical Skills--Assesses own strengths and weaknesses; Pursues training and development opportunities; Strives to continuously build knowledge and skills; Shares expertise with others.
• 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.
• Business Acumen--Understands business implications of decisions; Displays orientation to profitability; Demonstrates knowledge of market and competition; Aligns work with strategic goals.
• Planning/Organizing--Prioritizes and plans work activities; Uses time efficiently; Plans for additional resources; Sets goals and objectives; Organizes or schedules other people and their tasks; Develops realistic action plans.

TRAVEL:

• Occasional travel to client or vendor sites as required by the business.
  

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NodeJS/React Developer

SUMMARY:

This critical role will help the business to establish leverage and roll out multiple project initiatives to build upon OnPoint’s existing API infrastructure, and UI capabilities for both internal and external facing clients.

DUTIES AND RESPONSIBILITIES:

• Ability to understand business need objectives and build out complete development functionality.
• Develops, unit tests, and debugs code to technical specifications.
• Develops, designs, and maintains data flows and integrated processes.
• Analyzes, develops, unit tests, and debugs processes per functional specifications.
• Ability to design highly professional visualization interfaces.
• Extremely strong SQL Skills, data manipulation, and ETL interfaces.

QUALIFICATIONS:

• Three or more years of experience in NodeJS, JavaScript and REACT experience.
• Bachelor’s degree in Computer Science or related field or equivalent experience
• Strong understanding of relational database design and web technologies.
• Proficiency with git commands and functions.
• Strong SQL background and experience.
• Ability to work independently as well as within a small team.
• Detail-oriented and a team player.
• Ability to understand technical documents.
• Ability to successfully manage multiple task assignments across several projects.
• Proactive approach to problem resolution and ability to work in a fast-paced environment.
• Ability to understand, analyze, and manage dataset functionality inputs and outputs.
• Proficient in JavaScript, NodeJS, React, JSON, API Connections (both Restful and Soap), and Oracle or MySQL. PostgreSQL a plus.

• Analytical--Synthesizes complex or diverse information; Collects and researches data; Uses intuition and experience to complement data; designs work flows and procedures.
• Design--Generates creative solutions; Translates concepts and information into images; Uses feedback to modify designs; Applies design principles; Demonstrates attention to detail.
• Problem Solving--Identifies and resolves problems in a timely manner; Gathers and analyzes information skillfully; Develops alternative solutions; Works well in group problem-solving situations; Uses reason even when dealing with emotional topics.
• Project Management--Develops project plans; Coordinates projects; Communicates changes and progress; Completes projects on time and budget; Manages project team activities.
• Technical Skills--Assesses own strengths and weaknesses; Pursues training and development opportunities; Strives to continuously build knowledge and skills; Shares expertise with others.
• 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
• Business Acumen--Understands business implications of decisions; Displays orientation to profitability; Demonstrates knowledge of market and competition; Aligns work with strategic goals.
• Planning/Organizing--Prioritizes and plans work activities; Uses time efficiently; Plans for additional resources; Sets goals and objectives; Organizes or schedules other people and their tasks; Develops realistic action plans.

TRAVEL:

• Occasional travel to client or vendor sites as required by the business.
  

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Technical Advisor

POSITION SUMMARY:

The Technical Advisor works with the service and dispatching teams to identity specific service and/or part requirements in order to expedite service delivery and improve customer satisfaction. The roll is a full time position based in our Louisville, KY offices. Remote roles can be considered for the best candidate.

DUTIES AND RESPONSIBILITIES:

• Assists service and spare parts staff with parts related questions.
• Acts as the liaison to the factories regarding service-related matters.
• Provides support to and service documentation to service providers.
• Documents support inquiries via internal OnPoint quality systems.
• Reads parts manuals and interprets schematics for internal and external customers.
• Analyzes problems and proposes/implements detailed technical solutions.
• Analyzes and defines requirements to provide products and spare parts data to service providers.
• Assists with factory authorized training on service, spare parts and parts catalogue software.
• Provides advice to the OnPoint Claims team to facilitate approval service and spare parts invoices from service providers.
• Assures that spare parts and accessories are available in coordination with parts distributors, possibly consults with factories in the event of back orders and communicates with providers.
• Closely work with service providers and conduct technical product training related to installation and after-sales support
• Promotes a safe work environment.
  

COMPETENCIES:

• Degree from a Technical School or combination of education and experience, and at least 5+ years of experience with refrigeration and appliances.
• Ability to diagnose electronic and electrical systems and to read, interpret and utilize technical publications and service manuals.
• Demonstrated technical domestic and/or refrigeration or appliance knowledge.
• Builds rapport with a variety of people and develops alliances to work together toward common goals.
• Listens to all points of view and negotiates compromise.
• Must have good command of the English language, oral and written. Presents information professionally with poise and confidence in front of an audience.
• Breaks down problems and issues into components and analyzes the costs, benefits, opportunities and risks associated with each alternative solution.
• Meets standards of productivity as defined for the level and position.
• Demonstrates concern for the accuracy and quality of work and takes steps to correct mistakes and improve the overall product.
• Keeps manager, and if appropriate, others informed of progress and obstacles in a proactive manner.
• Able to take on a variety of different tasks and roles within the organization.
• Demonstrated proficiency in working with Microsoft Office Suite (MS Word, MS Excel, and MS Outlook).

PYSICAL DEMANDS:

• Occasionally/Frequently/Continually required to sit
• Occasionally/Frequently/Continually required to utilize hand and finger dexterity
• Occasionally/Frequently/Continually utilize visual acuity to operate equipment, read technical information, and/or use a keyboard.

Open Call Advocate

POSITION SUMMARY:
We are looking for people that gain joy from helping others. Our goal in assisting customers who need help is to make the Ambassadors for OnPoint and the brands that we support. Open Call Management Advocates are responsible for supporting all customer contact; Telephone, Email, Chat, SMS, Social Media, etc. Individuals in this position will work in a rapidly growing inbound contact center where delivering best-in-class customer service is our culture. In this role, you will assist customers and/or service providers throughout the claim and repair process. This is a full-time position at our Louisville, Kentucky office. This role requires the ability to work evenings and weekends.

DUTIES AND RESPONSIBILITIES:

• Answer incoming customer communications which will involve assessing the caller’s needs, analyzing the situation, and offering accurate solutions.
• Respond positively to customers, service providers, and clients’ questions, in a timely manner.
• Research customer questions thoroughly to provide accurate information and solutions.
• Overcome customer objections to solve problems and build client brand loyalty.
• Interact with other areas of the business as needed to meet customer needs.
• Conduct Level I authorization approval.
• Identify and remedy obstacles preventing timely execution of warranty repairs
• Dispatching service providers as needed
• Provide support for service contractors; educate and/or advise on proper warranty repair process and protocols.
• Maintain a positive attitude and support OnPoint’s Commitment to Excellence.
• Maintain productivity and quality assurance goals.
• Must follow all program-specific guidelines.
• On-time attendance and schedule adherence (including evenings and weekends).
• Assist with on-the-job training for new employees.

• Excellent interpersonal skills and Problem-solving skills.
• Professional attitude, enthusiastic, and reliable.
• Ability to learn quickly and adapt to change.
• Ability to key a minimum of 20 words per minute.
• Ability to multitask.
• Effective written and verbal communication skills.
• PC literate (familiar with windows applications).
• Ability to multi-task between phone lines, chat sessions, and various programs.

• Customer Service-Manages difficult or emotional customer situations; Response promptly to customer needs; Solicits customer feedback to improve service; Response to requests for service and assistance; Meets commitments.
• Root Cause Analysis-Ability to effectively identify breaks in process or process improvement opportunities. Communicate with leadership in a manner supportive of preventing future occurrences.
• Oral Communication-Speaks clearly and persuasively in positive or negative situations; Listens and gets clarification; Response well to questions; Demonstrates group presentation skills; Participates in meetings.
• Initiative-Volunteers readily; Undertakes self-development activities; Seeks increased responsibilities; Takes independent actions and calculated risks; Looks for and takes advantage of opportunities; Asks for and offers help when needed.
• Teamwork-Balances team and individual responsibilities; Exhibits objectivity and openness to others' views; Gives and welcomes feedback; Contributes to building a positive team spirit; Puts success of team above own interests; Able to build morale and group commitments to goals and objectives; Supports everyone's efforts to succeed.
• 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 their own actions; Follows through on commitments.
• Problem Solving-Identifies and resolves problems in a timely manner; Gathers and analyzes information skillfully; Develops alternative solutions; Works well in group problem-solving situations; Uses reason even when dealing with emotional topics.

•  Prior call center customer service experience preferred.
• Technical experience is a plus.

• A high school diploma or GED is required.

Customer Advocate

POSITION SUMMARY:

We are looking for people that gain joy from helping others. Our goal in assisting customers who need help is to make the Ambassadors for OnPoint and the brands that we support. Customer Advocate Agents are responsible for supporting all customer contact; Telephone, Email, Chat, SMS, Social Media, etc. Individuals in this position will work in a rapidly growing inbound contact center where delivering best-in-class customer service is our culture. In this role, you will help customers with their product support needs. This is a full-time position at our Louisville, Kentucky office. This role requires the ability to work evenings and weekends

DUTIES AND RESPONSIBILITIES:

• Answer incoming customer communications which will involve assessing the caller’s needs, entitling the call using software, analyzing the situation, and offering accurate solutions.
• Respond positively to customers’ questions in a timely manner.
• Research customer questions thoroughly to provide accurate information and solutions.
• Overcome customer objections to solve problems and build client brand loyalty.
• Interact with other areas of the business as needed to meet customer needs.
• Maintain a positive attitude and support OnPoint’s Commitment to Excellence.
• Maintain productivity and quality assurance goals.
• Must follow all program-specific guidelines.
• On-time attendance and schedule adherence (including evenings and weekends).
• Provide on-the-job training for new employees.

ESSENTIAL KNOWLEDGE AND RESPONSIBILITIES:

• Excellent interpersonal skills and Problem-solving skills.
• Professional attitude, enthusiastic, and reliable.
• Ability to learn quickly and adapt to change.
• Ability to key a minimum of 20 words per minute.
• Ability to multitask.
• Effective written and verbal communication skills.
• PC literate (familiar with windows applications).
• Ability to multi-task between phone lines, chat sessions, and various programs.

COMPETENCIES:

• Customer Service-Manages difficult or emotional customer situations; Response promptly to customer needs; Solicits customer feedback to improve service; Response to requests for service and assistance; Meets commitments. 
• Oral Communication-Speaks clearly and persuasively in positive or negative situations; Listens and gets clarification; Response well to questions; Demonstrates group presentation skills; Participates in meetings.  
• Initiative-Volunteers readily; Undertakes self-development activities; Seeks increased responsibilities; Takes independent actions and calculated risks; Looks for and takes advantage of opportunities; Asks for and offers help when needed.  
• Teamwork-Balances team and individual responsibilities; Exhibits objectivity and openness to others' views; Gives and welcomes feedback; Contributes to building a positive team spirit; Puts success of team above own interests; Able to build morale and group commitments to goals and objectives; Supports everyone's efforts to succeed. 
• 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 their own actions; Follows through on commitments.  
• Problem Solving-Identifies and resolves problems in a timely manner; Gathers and analyzes information skillfully; Develops alternative solutions; Works well in group problem-solving situations; Uses reason even when dealing with emotional topics. 

KNOWLEDGE AND SKILLS:

• Prior call center customer service experience preferred.
• Technical experience is a plus.

EDUCATIONAL REQUIREMENTS:

• A high school diploma or GED is required.

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Contractor Relationship Manager

Duties and Responsibilities:

The Contractor Relationship Manager has the responsibility for recruiting and enrolling new servicers into the OnPoint warranty service network. The position works closely with the OnPoint Management team to ensure our network exceeds desired service levels. This job is located in our Louisville, KY office.

Specifically, the Recruiter will:

• 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
• Ensure all documentation is correct and follow up if needed.
• 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
• Upkeep of dispatch profiles in both internal and external dispatching systems
• Create and maintain service provider addresses & contact details for solicitation purposes
• Process rate change requests
• Maintaining service provider documentation such as tax ID’s and insurance
• Closure of accounts and all follow-up
• Interact with other areas of the business as needed to meet customer needs
• 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

Qualifications:

• One to two years of related experience or equivalent.
• Commitment to excellence and high standards
• Excellent written and oral communication skills
• Excellent presentation 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
• Proven ability to handle multiple projects and meet deadlines
• 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
• Creative, flexible, and innovative team player
• Ability to work on complex projects with general direction and minimal guidance.
• Ability to communicate effectively and persuasively in writing.
• Excellent grammatical and spelling skills.

Competencies:

• Analytical-Synthesizes complex or diverse information; Collects and researches data; Uses intuition and experience to complement data; Designs workflows and procedures.
• Project Management-Develops project plans; Coordinates projects; Communicates changes and progress; Completes projects on time and budget; Manages project team activities.
• Technical Skills--Assesses own strengths and weaknesses; Pursues training and development opportunities; Strives to continuously build knowledge and skills; Shares expertise with others.
• Oral Communication-Speaks clearly and persuasively in positive or negative
• Teamwork-Balances team and individual responsibilities; Exhibits objectivity and openness to others' views; Gives and welcomes feedback; Contributes to building a positive team spirit; Puts success of team above own interests; Able to build morale and group commitments to goals and objectives; Supports everyone's efforts to succeed.
• Delegation-Delegates work assignments; Matches the responsibility to the person; Gives authority to work independently; Sets expectations and monitors delegated activities; Provides recognition for results.
• Leadership-Exhibits confidence in self and others; Inspires and motivates
• Quality-Demonstrates accuracy and thoroughness; Looks for ways to improve and promote quality; Applies feedback to improve performance; Monitors own work to ensure quality.
• Quantity-Meets productivity standards; Completes work in a timely manner; Strives to increase productivity; Works quickly.
• Initiative-Volunteers readily; Undertakes self-development activities; Seeks increased responsibilities; Takes independent actions and calculated risks; 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.

Physical Demands:

• Occasionally/Frequently/Continually required to sit
• Occasionally/Frequently/Continually required to utilize hand and finger dexterity
• Occasionally/Frequently/Continually utilize visual acuity to operate equipment, read technical information, and/or use a keyboard. 

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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.