Most of us are used to the hum-drum notion of call center staff answering phones and entering data, day in and day out. But customer service representatives (CSRs) at America’s Preferred Home Warranty (APHW) are different, according to APHW CSR Supervisor Patty. “We aim to be customer service heroes for our homeowners and REALTORS®,” she said. “We care—and that’s what we’re best at.”
Support flows in our family atmosphere
It all starts with the family atmosphere, which is visibly apparent throughout the home warranty company. “We have absolute support from all around,” Patty said. “Normally, you might be intimidated to speak to the President or Vice President of a company, but that’s not the way here. They welcome you, and they want to help you be the best you can be.”
This support extends to peers as well. “I can ask other CSRs, a supervisor—we’re really just like a family,” said CSR Nelson, who previously worked at a restaurant that claimed the same, but didn’t follow through. “Nobody really cared about anybody there,” he said.
“At APHW, it’s totally different. When I was brand new, a nearby coworker befriended me and asked every day how it’s going, and how my wife is doing down in Cuba. You just feel it here.”
“The camaraderie amongst CSRs and everybody in the company here is crazy,” Patty said. “We all help each other to be better, because we care.”
Collaboration is key
That mentality directly translates to what APHW customers experience on the phones.
“I never feel alone on a call. I always have team members to help me,” said Customer Service Support Team Member LaShonda. “And this isn’t a job where you could ever just get your daily agenda and go work alone—there are questions every day. My team is here to help, and it feels really good to let our customers know they don’t have to worry about a repair themselves, because we’re here to help them, too.”
Our thriving Customer Service department and growing company are proof positive that collaboration is key to providing outstanding support for all our homeowners. “We get a lot of very positive feedback from our homeowners and the technicians speaking to us,” Patty said. “And we’re very proud of that.”