Tag: Family

America's Preferred Home Warranty, Customer Service, APHW Customer Service Cares

What Does an APHW CSR Do? We Care

Posted on | by Clive Gillett

America's Preferred Home Warranty, Customer Service, APHW Customer Service CaresAnyone can take a phone call and enter data into a computer. But America’s Preferred Home Warranty (APHW) customer service representatives (CSRs) are different, according to APHW CSR Supervisor Patty. “We aim to be heroes for our homeowners and REALTORS®,” she said. “We care — and that’s what we’re best at.”

From the Root

It all starts with the family-style 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 go speak to the president or VP 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 sideways 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 claiming the same, but with no follow-through. “Nobody really cared about anybody there,” he said. “At APHW it’s totally different. When I was brand new, Unique sat nearby 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.”

Direct to You

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.”

“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.”

Call 800.648.5006 ext. 179 or visit APHW.COM for more information.

Let us know your thoughts on Facebook, LinkedIn, Twitter or Instagram!

It’s Just the Right Thing to Do

Posted on | by Clive Gillett

Randy Caltrider is a man who cares about his employees. The president and owner of America’s Preferred Home Warranty (APHW) is known for meeting and greeting every new staff member personally. What he’s lesser known for (outside of the company at least) are the lengths he goes to make sure this family—yes, family—is taken care of.

“Why God picked me I have no idea. All I know is I care about my people, and treat them like I want to be treated,” Randy said. “Family Fest is a way for us to show our employees and family members how much we care about them.”

APHW’s annual Family Fest involves the employees voting on a place to go, and Randy covering the cost of the visit for them and their immediate family members, along with customized shirts to commemorate the event.

This tradition has been in place for quite a while. “I remember the first one we had,” Randy said. “We had like five people, hamburgers and hotdogs in a park in Michigan.” APHW now has over 130 employees across the nation, most of whom work at the corporate headquarters in Jackson, Michigan—and Family Fest is as strong as ever.

According to APHW Marketing Manager Jeff Fett who organizes this event every year, APHW currently has 278 employees and family members attending this year’s trip to Mackinac Island, “…which is our largest Family Fest yet,” he said. The previous year had 256.

“The number one most important thing is our employees, and their ability to make our company great,” Randy said. “And they’ve done that. Everybody’s got a place and a responsibility, and they all do it very well and with a great attitude. Who would we be to not give back? So, this is a really big deal to me.”

Business minded individuals might question if this is all worth the cost. According to Randy, the evidence is in the people. “This isn’t about what it costs. All you’ve got to do is be there during lunch to watch the families, the joy and happiness,” Randy said. “They’re laughing and having fun.”

In the end, Randy just wants to be able to give back to his family. “I love people and I especially love my employees,” Randy said. “I’ve got this philosophy—I don’t own all of it anyhow. The employees are the ones that put us on the map, who do the hard tasks to get us ahead as a corporation in this world. They put their heart and soul into what they do, and they make us one of the greatest companies in America today.”

“Family Fest is about the ability to give back to them,” Randy said. “I want them to know we care.”

And they do.