APHW’s 2017 CSR of the Year Surprised, Pleased

Customer Service Representative (CSR) Wenche (pronounced VEN-ka), originally from Norway, has found a calling (no pun intended) with America’s Preferred Home Warranty in Jackson, MI. With a little over a year at APHW’s Call Center, Wenche’s comfort level has grown quite a bit from her first days on the job. So much so, in fact, that she recently received their first annual Excellence in Customer Service Award, the top honor for customer service representatives.

“I did not expect that!” she laughed. “It was the first time ever for these awards, and it made me feel very good.”

Wenche’s first language is Norwegian, so learning to understand the many idioms of the English language was difficult at first. “I struggled in the beginning,” she remembered. Add in the terminology that went with the warranty, and her award speaks all the more toward her dedication to her job.

Time has proven to be the best training for her. She laughed as she recalled a day she actually got a caller originally from her home country, and it threw her for a loop (speaking of idioms). “Changing languages [back]
was hard,” she said. “I was so used to saying all these phrases in English!”

APHW largely focuses its hiring on referrals, and it was one such referral that brought Wenche to her current placement. “They take good care of their employees,”
she said. “It’s a great group of people to work with. I see myself here long-term… maybe in leadership someday.”

Wenche’s favorite part of the job is the variety of it, which was an unexpected perk. “We get to do different things all the time, [we’re] not just answering phones,” she enthused. “That’s important.”

APHW is currently seeking more local talent for its Home Warranty Call Center, and plans to host a Job Fair Thursday, March 1st at their new building at 5775 Ann Arbor Rd., Jackson, MI, 49201. The fair will be open to visitors between 9 a.m. and Noon, and again from 1 to 4 p.m.

“We need 12 more agents for our call center,” said Rusty Reynolds, Call Center Operations Manager for APHW. “There will be a check-in table with a list of requirements. Qualified applicants are welcome to fill out an application, and will have the opportunity for a one-on-one interview that same day.”

Susan Town-Richards, a Human Resources Development Manager at APHW, is excited to see more of the talent Jackson and the surrounding areas have to offer. “We need folks who love to learn, enjoy helping people, and are looking for a family-styled atmosphere of trust and integrity,” she said.

For inquiries about the Job Fair, please contact Susan at 1-800-648-5006 ext. 232 or e-mail stownrich@aphw.com.