Forty-two years in the banking industry had been enough for Sharon, but she couldn’t just stay at home—she needed something to do. “I was just looking for something different,” she said. Then America’s Preferred Home Warranty (APHW) hired her to manage their call center in August of 2012.
“They were still very small at that point, maybe 4 or 5 customer service representatives (CSRs),” Sharon said. “It was completely different from anything I had done, and I was also helping with calls, reviewing and approving claims, and evolving the position as we went. It was a real learning experience,” she said.
The following years saw exponential growth for APHW. “We were quickly bringing in new Area Sales Managers and CSRs and entering more states, and we just kind of exploded,” Sharon said. The company soon realized a need for a Customer Care Support Department, and knew just who to put in it.
While Sharon pioneered the department, the company continued to grow, and she now supervises a team of her own.
“While staying within the terms and conditions of the service contract, we listen, understand, answer the customer’s questions, and explain the determination,” Sharon said, noting that sometimes a listening ear is really all it takes. “I enjoy helping people, and when you can help somebody, that just kind of makes your day.”
Nearly seven years later and going strong, Sharon has no immediate plans for a second retirement—her work family keeps her coming back. “The people I work with here are all tremendous,” she said. “They make coming to work enjoyable, because you care about the people you work with, their families, everything. We’re all here to keep everything together and moving forward.”
APHW has frequent job opportunities available. Search for America’s Preferred Home Warranty on Indeed.com.