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Breaking Barriers: One Language at a Time

While many American companies rely on translation services for their non-English language speaking customers, America’s Preferred Home Warranty (APHW) is taking steps to make things easier—starting with bilingual employees.

Recognizing a Need

“Spanish is the second-most spoken language in the United States, and part of providing great customer service is recognizing that,” said VP of Operations Mike Sadler. “So we’re growing to meet the needs of these customers.”

APHW currently has two full-time bilingual Spanish speakers on the phones, while actively recruiting more. “Every day that goes by, there are more and more people calling us that speak only Spanish,” said Customer Service Representative (CSR) Nelson. “A year ago, I had maybe 1 to 2 calls a day. Yesterday I spent my whole day on calls where they only spoke Spanish.”

“It’s only going to get busier as we get more popular in states like Texas and New Mexico, and eventually California,” said Consumer Sales Agent Matias.

Part of the Family

Having these two on staff dramatically simplifies conversations with Spanish-speaking customers, saving time and avoiding frustration for both homeowners and their technicians. But these two aren’t just spot holders: They are every bit as important and part of the company as everyone else.

“This is the best company I’ve ever worked for,” Nelson said. “They understand that translating notes from Spanish to English, etc. takes a bit longer than a straight English call, and they have reasonable expectations to go with that. They understand that and give you a lot of support.”

Matias agrees, particularly in the way the company has supported his growth as an employee. “The supervisors over in customer service needed me there as a CSR who spoke Spanish. But when I expressed interest in consumer sales, they were 100 percent open and supportive,” he said. “I’ve had other employers who waylaid opportunities for me, so this was the most beautiful thing to me—actively opening the door for me to work in another department.”

Future Plans

While Spanish is a great start, Mike has other languages on the docket as well. “We want to meet the needs of our customers, and we would ultimately like CSRs who speak a variety of languages,” he said. “The next thing I’d like to see is someone who speaks fluent American Sign Language, so a hearing-impaired person could get a call back on camera.”

If you love customer service and can certify that you speak another language, then you should definitely apply for one of our open positions! Call 800.648.5006 ext. 236 for more information about job opportunities at APHW, or click here to apply today.

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