Talent Acquisition Partner (High Volume & Field Operations)

Job Description

Job Description

Who We Are

Oncourse Home Solutions, also operated as American Water Resources, is a trusted home protection provider helping homeowners across the country protect what matters most. We are a $500 million organization backed by private equity firm Genstar Capital, serving 2 million customers across 48 states. We partner with 25+ utilities and municipalities (and growing!) to provide customized solutions tailored to any community - delivering real value where people live.  We help homeowners protect the essential systems that keep their homes running - from HVAC, appliances, and electrical to water, sewer, gas lines, and more - so they can avoid the stress and financial impact of unexpected repairs. Our work helps homeowners stay safe, comfortable, and confident in their homes every day.

At Oncourse, our people are what makes that possible. We call ourselves SUPERs - Successful, United, Progressive, Empathetic, and Reliable - because that’s how we show up for our customers and for each other. We invest in our employees through competitive benefits, an inclusive culture, and employee-led resource groups that strengthen connection, community, and belonging across the company.

As an equal opportunity employer, our employment decisions are based on business needs, job requirements and individual qualifications without regard to race, color, religion, age, sex (including pregnancy), sexual orientation, gender identity, national origin, ancestry, marital status, parental status, mental or physical disability, military or veteran status, or any other basis protected by federal, state, or local law. Oncourse Home Solutions is committed to recruiting and retaining talented applicants and to providing all employees with a workplace free from discrimination and/or harassment.  

Position Summary: The Talent Acquisition Partner supports the full Contact Center and Field Operations hiring motion at Oncourse Home Solutions, recruiting field service technicians, customer service and claims agents and the frontline supervisors and managers who lead them. This role is the primary owner of hiring these roles and works the TA leadership in partnering directly with field operations and contact center leadership on workforce planning, hiring strategy, and internal mobility and will as a backup TA Partner as needed for professional level roles outside of Contact Center and Field Operations  

Located at our office in Naperville, IL our office, environment is a key driver of our company culture and employee experience, so a regular in-office hybrid model (generally T-TH in office and M & F remote) is required.

Position Responsibilities Include but may not be limited to: 

• Own full-cycle recruiting across the contact center and field workforce, including but not limited to service technicians, inside sales and customer service representatives, hourly operations roles, and their frontline supervisors and managers.  Serve as a backup TA Partner when business needs warrant for professional level roles outside of Contact Center and Field Operations.   
• Run structured interview and assessment processes for frontline supervisor and manager roles, incorporating behavioral and scenario-based evaluation appropriate to leadership hiring. 
• Partner with hiring managers on requisition intake, candidate calibration, offer strategy, and closing. 
• Develop working knowledge of OHS field operations, including service lines, geographic markets, seasonality, and critical skill profiles. 
• Partner with HR Business Partners and contact center and field operations leadership on quarterly workforce planning, demand forecasting, and headcount prioritization. 
• Provide market intelligence on compensation, candidate availability, and the sourcing landscape by role, region, and job family. 
• Build and maintain diverse talent pipelines for high-volume and hard-to-fill field roles through job boards, social media, trade associations, technical schools, military outreach, employee referrals, and community partnerships. 
• Represent OHS at job fairs, trade events, technical colleges, veteran organizations, and workforce development programs. 
• Maintain the preferred vendor list and escalation paths for surge and seasonal hiring needs. 
• Own the internal pipeline from field workforce into frontline management; partner with L&D on career ladder visibility, internal posting protocols, and assessment standards for internal candidates. 
• Deliver weekly requisition status and pipeline reports to hiring managers and TA leadership; own field hiring metrics including time to fill, cost per hire, 90-day retention, offer acceptance rate, and source of hire mix. 
• Manage candidate communication and experience throughout the hiring lifecycle; serve as OHS brand ambassador for field candidates and partner with marketing to tailor messaging for technician and frontline leadership audiences. 
• Protect confidential applicant and employee information and follow applicable company policies and hiring requirements. 
• Perform other duties and tasks as assigned based on business needs. 

Required Skill and Experience 

• 4+ years of full-cycle recruiting experience with at least 3 years in high-volume contact center or field technician hiring required. Technical, trades, or home services hiring a very strong plus. 
• Demonstrated experience hiring both individual contributors and first-line leaders (supervisors, managers). 
• Proven track record on time-to-fill, retention, and quality-of-hire metrics, not just requisition closure. 
• Experience partnering with external staffing partners (agencies), including SLAs and performance governance. 
• Strong sourcing capability across job boards, LinkedIn, trade and technical associations, and referral networks. 
• Experience running structured interview processes, including behavioral and scenario-based assessment for leadership roles. 
• Demonstrated capability with recruiting automation, text recruiting, candidate self-scheduling, or recruiting CRM tools. 
• Experience partnering with leaders on workforce planning and headcount forecasting. 
• Ability to operate independently in a fast-paced environment while managing multiple requisitions across job families and regions. 
• Outstanding communication, diplomacy, and influencing skills across levels, from field candidates to senior leaders. 
• Strong attention to detail with ability to handle sensitive and confidential information with discretion. 

Education

• Bachelor’s degree in human resources or a related field, or equivalent work experience strongly preferred. 

Computer Skills: 

• Proficiency with Microsoft 365  
• Proficiency with applicant tracking systems and recruiting CRM or related workflow tools. 
• Comfort with reporting tools and dashboards for pipeline, source, and  and metric visibility. 
• Comfort in leveraging AI technology to scale and deliver results. 

Certificates, Licenses, Registrations: 

N/A

Computer Skills Needed to Perform this Job:

• Proficiency in Microsoft and Google Suites.
• Proficiency with applicant tracking systems or customer relationship management software required.

We offer a compelling total rewards package that includes a competitive base salary and comprehensive benefits to support your total wellbeing.  The base pay range for this position is $81,200 - $121,800  USD Annual. The specific pay offered will depend on qualifications, experience, education and skill set. The compensation offered may also include an annual performance-based bonus, sales incentive plan or commission target.  

Our benefits include, but are not limited to, healthcare, life insurance, paid time off, retirement, commuter benefits, and education reimbursement. Exact compensation may vary based on skills, experience, and location.

Join our SUPER Team and Enjoy Amazing Benefits!

• Competitive Compensation: We value your hard work and are proud of our competitive pay for performance philosophy.
• Comprehensive Health Coverage: Medical, dental, and vision insurance options, plus paid short-term and long-term disability coverage.
• 401(k) Plan with 4% Company Match: Secure your future with our robust retirement plan.
• Generous Paid Time Off: Take the time you need to recharge and relax.
• Education Assistance Program: Invest in your growth and development with our support.
• FSA/HSA Options: Flexible spending and health savings accounts to manage your transportation and dependent care expenses.
• Employee Wellness: Access to EAP, health, legal, and financial resources to support your overall well-being.
• Vibrant Company Culture: Monthly Townhalls, employee recognition programs, and Employee Business Resource Groups (EBRGs) to keep you engaged and connected.

COMPETENCIES  

• Drive for Results — Can be counted on to exceed goals successfully; is constantly and consistently one of the top performers; very bottom-line oriented; steadfastly pushes self and others for results. 

• Action Oriented — Enjoys working hard; is action oriented and full of energy for the things he/she sees as challenging; not fearful of acting with a minimum of planning; seizes more opportunities than others. 

• Priority Setting — Spends his/her time and the time of others on what’s important; quickly zeros in on the critical few and puts the trivial many aside; can quickly sense what will help or hinder accomplishing a goal; eliminates roadblocks; creates focus. 

• Customer Focus — Is dedicated to meeting the expectations and requirements of internal and external customers; gets first-hand customer information and uses it for improvements in products and services; acts with customers in mind; establishes and maintains effective relationships with customers and gains their trust and respect. 

• Interpersonal Savvy — Relates well to all kinds of people — up, down, and sideways, inside and outside the organization; builds appropriate rapport; builds constructive and effective relationships; uses diplomacy and tact; can diffuse even high-tension situations comfortably. 

• Negotiating — Can negotiate skillfully in tough situations with both internal and external groups; can settle differences with minimum noise; can win concessions without damaging relationships; can be both direct and forceful as well as diplomatic; gains trust quickly of other parties to the negotiations; has a good sense of timing. 

• Dealing with Ambiguity — Can effectively cope with change; can shift gears comfortably; can decide and act without having the total picture; isn’t upset when things are up in the air; doesn’t have to finish things after moving on; can comfortably handle risk and uncertainty. 

• Business Acumen — Knows how businesses work; knowledgeable in current and possible future policies, practices, trends, technology, and information affecting his/her business and organization; knows the competition; is aware of how strategies and tactics work in the marketplace. 

PHYSICAL REQUIREMENTS  

On a continuous basis, sit at a desk for extended periods; frequent use of telephone/video conferencing and keyboard to communicate through written means. Some walking and lifting up to 25 lbs. may be required. The noise level in the work environment is typically low to moderate. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions and responsibilities of the position.