Inbound Call Center Agent

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 **Business Development Call Center Agent** to join our team. In this role, you'll engage with customers through inbound and outbound phone campaigns, help resolve questions and concerns, and create positive customer experiences that strengthen loyalty and support our clients' success. Whether you're beginning your career or building on previous customer service experience, this role offers an opportunity to develop valuable communication, sales, and customer engagement skills in a fast-paced environment. ### What You'll Do **Customer Engagement** - Respond to inbound customer inquiries with professionalism and enthusiasm - Conduct outbound calls to support customer outreach campaigns - Build rapport and strengthen customer relationships through positive interactions - Identify customer needs and provide accurate information and support - Deliver an exceptional customer experience during every interaction **Call Center Performance** - Accurately document customer conversations and account information - Maintain engagement and active listening throughout customer interactions - Meet quality assurance, productivity, and customer satisfaction standards - Consistently achieve individual and team performance goals - Follow established processes and procedures while maintaining attention to detail **Team Collaboration** - Support a positive and collaborative team environment - Share knowledge and best practices with teammates - Contribute to team success and customer satisfaction goals - Participate in training, coaching, and development opportunities ### What Makes You Successful You enjoy talking with people and creating positive experiences. You're naturally friendly, professional, and patient, and you know how to make customers feel heard and valued. You're also dependable, coachable, and motivated to achieve goals while working in a fast-paced environment. Whether you're helping a customer solve a problem or participating in an outbound campaign, you take pride in delivering excellent service and representing the brand professionally. ### Basic Qualifications - High school diploma or GED - Strong verbal and written communication skills in English and Spanish - Basic computer and data entry skills - Strong attention to detail and follow-through - Ability to multitask and work in a structured, performance-driven environment ### Preferred Qualifications - Previous call center experience - Previous customer service experience - Previous sales or customer engagement experience - Experience working in automotive, dealership, or contact center environments ### This Role Might Be a Great Fit If You… - Enjoy talking with people and building relationships - Thrive in a team-oriented environment - Are motivated by goals and performance metrics - Want to develop customer service, communication, and sales skills - Are looking for a company that offers opportunities for growth and development ### What We Offer - Comprehensive medical, dental, and vision benefits - 401(k) with company match - Paid time off and company holidays - Training and development opportunities - Career growth opportunities - Supportive team environment ### Schedule & Training We believe in setting our team members up for success from day one. New hires will participate in a structured training program designed to help them build confidence, learn our systems, and develop the skills needed to excel in the role. **Training Schedule** - Monday through Friday - 9:30 AM - 6:00 PM **Regular Work Schedule (Following Training)** - Monday through Friday: 9:30 AM - 6:00 PM - Saturday: 8:30 AM - 5:00 PM - Team members will receive on weekday off, typically Tuesday, Wednesday, or Thursday, to maintain a consistent five-day workweek.