HomeServe - General Interest Form Call Center Representative

Job OpportunityWe are looking for people who are interested in joining one of our future new hire classes.HomeServe USA, a Brookfield Infrastructure Group portfolio company, is a Great Place to Work, and while we're biased, we're not just saying that. We're proud to have been certified as a Great place to Work the last ten years. What does HomeServe do and what makes it so great? Well, we're glad you asked!We put people at the heart of everything we do. That's priority number one for all of us. For the nearly 5 million customers we serve, that means being there when they have an emergency home repair need, such as getting their a/c working, clearing their clogged pipes, or fixing broken electrical systems. With over 1,300 municipal and utility partners, that means providing their customers with access to affordable home repair plans, making it easier, faster and less expensive to have their home repair needs met. And for the more than 1,500 people working alongside us, it means fostering a rewarding, inclusive and challenging career experience that we think is second to none. At HomeServe, everyone is welcome. We know that having diverse teams has a positive impact on our work and ultimately helps us better serve our customers.No matter your role at HomeServe, you're part of a growing team that's working to make home repairs and improvements easy.ResponsibilitiesDe-escalate frustrated or upset customers by remaining calm, acknowledging concerns, and guiding conversations toward resolution even when delivering difficult news or handling back-to-back high-emotion calls.Handle a high volume of inbound and outbound customer interactions while maintaining quality and service standards.Assist customers by identifying, troubleshooting, and resolving issues in a timely and effective manner.Communicate with customers and internal teams through phone, email, and other channels in a professional and concise manner.Build and maintain strong customer relationships by demonstrating empathy, active listening, and sound judgment.Deliver exceptional customer service to support customer satisfaction, retention, and loyalty.Accurately document customer interactions, account updates, and actions taken in internal systems.Provide feedback to management regarding customer concerns, trends, and opportunities for process improvement.Follow established policies, procedures, and guidelines when resolving customer inquiries or making decisions.Participate in ongoing training and development to enhance skills and adapt to evolving business needs.Work onsite during training is mandatory with the opportunity to transition to work from home based on successful completion of training, consistent performance, and business needsEssential FunctionsEssential Job Function - % of TimeHandle incoming customer interactions - 70%Make outbound calls (follow-ups, callbacks) - 10%Participate in development activities (coaching, etc.) - 10%Attend training and upskilling sessions - 10%Total - 100%Job RequirementsDemonstrated ability to de-escalate tense interactions and maintain composure under pressureHigh school diploma or equivalentPrevious call center or customer service experience preferredBasic computer proficiency (e.g., MS Office or similar systems)Strong verbal and written communication skillsExcellent organizational skills and attention to detailEffective problem-solving and decision-making abilitiesAbility to work in a fast-paced environment and manage multiple tasksFlexible availability, including evenings, weekends, and holidays as neededSelf-motivated, adaptable, and customer-focused mindsetMust be able to work onsite; work from home is not guaranteed and is granted based on successful completion of training, consistent performance, and ongoing business needsIn return, we offer:Competitive compensationCareer development and advancement opportunitiesCasual attire throughout the weekFriendly, open and team oriented work atmosphereExcellent benefits including generous medical, vision, dental and life & disability insurance401(k) plan with a company matchEligibility to enroll in up to two HomeServe coverage plans paid for by the companyHourly Rate: $18/hourHomeServe USA is an equal opportunity employer.Equal Opportunity Employer This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.