OnPoint is looking for like-minded people, focused on delivering great service experiences to the consumers who 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!
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.
OPEN CALL MANAGEMENT AGENT
OnPoint delivers a full range of service solutions including warranty management administration, extended service programs, customer service support, service network management, claims processing services, and service contract underwriting.
JOB OVERVIEW:
Open Call Management 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 assist customers and/or service providers throughout the claim and repair process. This is a full-time position at our Louisville, Kentucky office.
PRIMARY 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.
- Identify and remedy obstacles preventing timely execution of warranty repair
- 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.
- Assist with on-the-job training for new employees.
PRIMARY QUALIFICATIONS:
- Prior call center customer service experience is strongly preferred.
- Excellent interpersonal skills and problem-solving skills.
- Professional attitude, enthusiastic, and reliable.
- Ability to learn quickly and adapt to change.
- Ability to multitask.
- Effective written and verbal communication skills.
SERVICE NETWORK RECRUITER
OnPoint delivers a full range of service solutions including warranty management administration, extended service programs, customer service support, service network management, claims processing services, and service contract underwriting.
JOB OVERVIEW:
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 job is located in our Louisville, KY office.
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
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.
