Customer Service Representative

Job description

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. We are looking for a **Customer Service Representative** to join our Customer Service team. In this role, you will be the voice of APCO, helping customers, dealers, agents, and repair facilities get the information and support they need quickly and professionally. Your work will play an important role in ensuring every customer interaction reflects the high standard of service our partners expect. ### What You'll Do - Handle a high volume of inbound calls while maintaining strong service levels - Answer questions about coverage, contracts, and claims from customers, dealers, and repair facilities - Resolve customer issues or route inquiries to the appropriate department when needed - Maintain accurate and consistent documentation in company systems - Communicate with key stakeholders to ensure a smooth and positive claims experience - Monitor call queues and maintain agent availability through proper system usage - Anticipate customer needs and deliver solutions with professionalism and empathy ### What Makes You Successful You’ll thrive in this role if you’re a strong communicator who can build trust quickly and create a positive experience for every customer interaction. You’re comfortable handling a high volume of calls while staying patient, professional, and solution oriented. You’re also organized and detail-oriented, able to navigate multiple systems while maintaining accurate documentation. Just as importantly, you bring a learning mindset; you’re open to feedback, adaptable to change, and motivated to continuously improve. ### Basic Qualifications - High school diploma or equivalent - Previous customer service experience (call center experience preferred) - Ability to navigate computer systems and maintain accurate documentation - Strong verbal and written communication skills ### This Role Might Be a Great Fit If You... - Enjoy helping people and take pride in solving problems - Stay calm and professional in fast-paced or high-volume environments - Like learning new systems and becoming an expert in how things work - Take ownership of issues and follow through until they’re resolved ### What We Offer - Competitive hourly pay - Comprehensive medical, dental, and vision benefits - 401(k) with company match - Paid time off and company holidays - Opportunities for career growth and internal advancement - A collaborative and supportive team environment