Customer Loyalty Ambassador

Loyalty Ambassador

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.

Position Overview:

The Loyalty Ambassador role is fundamentally about being a detective in a customer service environment. When customers call to cancel, you won't simply process their requestyou'll pause, investigate what's really happening, and discover that most cancellation requests stem from misunderstandings rather than actual problems. Your primary responsibility is investigation: reviewing account details, enrollment history, and service records in real-time while asking questions that uncover the real story. You'll spend 35% of your time investigating root causes and 30% on collaborative problem-solving, offering modifications and customized solutions using a proven four-step framework: Acknowledge once, Investigate thoroughly, Clarify findings transparently, and Resolve definitively.

Success in this role isn't measured by call speed or scripted persuasionit's measured by what you discover through investigation. You'll need an automatic "pause before process" reflex, genuine curiosity about why customers feel the way they do, and confidence that most problems have solutions customers haven't considered. You'll balance empathy with action by acknowledging frustration once, then immediately shifting to problem-solving rather than repeatedly apologizing. This isn't order-taking; you're a consultant who happens to work in retention, viewing every cancellation request as a starting point for conversation, not an endpoint.

This role requires patience without rushing to completion, flexibility in communication style, and an outcome-focused mindset that measures success by whether customers get real resolution. Within 60-90 days, you'll develop deep product knowledge and master explaining complex coverage details in customer-specific ways. If you get energized by solving puzzles, believe most people want help rather than an exit, and thrive with autonomy to think strategically rather than follow scripts, this role will be deeply satisfying.

Responsibilities:

• Investigate cancellation requests by reviewing account details and enrollment history to identify root causes before processing any customer request.
• Deploy consultative problem-solving techniques to offer modifications and alternatives that address customer concerns and prevent cancellations.
• Execute the four-step objection resolution framework to address customer concerns across all cancellation scenarios including cost, coverage, and service quality issues.
• Build and maintain customer relationships through transparent communication, strategic education about service value, and confident resolution delivery.
• Document all customer interactions, resolution actions, and account updates to maintain compliance and support team knowledge sharing.
• Develop comprehensive product knowledge and system proficiency to support rapid investigation and one-call resolution within the first 90 days.
• Collaborate with team members to share best practices and contribute to overall retention performance goals.
• Assist with additional projects and responsibilities as assigned by leadership.

Essential Functions:

Essential Job Function - % of Time on Function

Investigation-First Approach - 35%

Consultative Problem-Solving - 30%

Strategic Objection Handling - 25%

Long-Term Relationship Building - 10%

Total - 100%

Job Requirements:

• High school diploma required; some college preferred
• 1-2 years of customer service experience required
• Experience in retention, sales, or account management roles preferred
• Demonstrated track record of problem resolution and customer satisfaction
• Proven ability to handle difficult customer conversations and de-escalate concerns effectively
• Strong verbal and written communication skills with active listening abilities
• Experience building rapport and maintaining professional relationships with customers
• Ability to ask clarifying questions and uncover underlying customer needs
• Track record of providing accurate resolutions through thorough research
• Ability to analyze account information quickly and identify appropriate solutions
• Critical thinking skills to evaluate multiple options and recommend best approaches
• Strong attention to detail in reviewing account details, coverage terms, and documentation
• Experience making sound decisions with incomplete information
• Proficiency in MS Office Suite (Windows, Word, Outlook)
• Experience navigating multiple systems simultaneously during customer interactions
• Ability to learn new software, databases, and product information within 90 days
• Strong data entry and comprehensive documentation skill
• Time management and organizational abilities with capacity to manage multiple priorities
• Ability to work independently with minimal supervision
• Flexibility to adapt to changing priorities, procedures, and business needs
• Openness to coaching, performance feedback, and continuous improvement
• Metrics-driven mindset with focus on outcomes and customer satisfaction

In return, we offer:

• Competitive compensation
• Career development and advancement opportunities
• Casual attire throughout the week
• Friendly, open and team oriented work atmosphere
• Excellent benefits including generous medical, vision, dental and life & disability insurance
• 401(k) plan with a company match
• Eligibility to enroll in up to two HomeServe coverage plans paid for by the company

Hourly Rate: $18 - $22.50 p/h with monthly bonus opportunity

Minimum Physical Requirements:

The physical demands described represent those that must be met by an employee to successfully perform the essential functions of this position. Reasonable accommodations may be made to enable individuals with disabilities to perform the functions of the position for which they work. While performing the duties of this position, the employee is regularly required to listen, talk and hear. The employee frequently is required to use hands or fingers, handle or feel objects, tools, or controls while executing tasks like working on a computer or talking on the telephone. The employee is occasionally required to stand; walk; sit; and reach with hands and arms. The employee must occasionally lift and/or move up to 15 pounds. Specific vision abilities required by this position include close vision, distance vision, and the ability to adjust focus. The noise level in the work environment is usually moderate to low.

This job description is intended to provide guidelines for job expectations and the employee's ability to perform the position described. It is not intended to be construed as an exhaustive list of all functions, responsibilities, skills, and abilities. Additional functions and requirements may be assigned by supervisors as deemed appropriate.

HomeServe 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.