Customer Repair Coordinator

HomeServe USA; Chattanooga (TN); On-site; USD 37,000 - 41,000; Full time

Benefits offered by this job

Competitive compensation

Career development and advancement

Casual attire

Job summary

HomeServe USA is hiring a Home Repair Customer Advocate to provide world-class service on FNOL calls and support customers with repair work orders. The role operates 24/7, requiring flexibility for evenings, weekends, and overtime. Training is onsite and thorough to ensure exceptional service delivery.

Primary duties include handling calls, verifying coverage, updating customers, and coordinating with contractors to promote timely, single-call resolutions and high satisfaction.

Qualifications

• High school diploma or equivalent.
• Experience in a customer service or call center environment preferred.
• Strong computer skills and multitasking across screens during live calls.
• Excellent verbal and written communication skills.
• Ability to stay calm in high-stress customer interactions.

Responsibilities

• Handle inbound calls related to first notice of loss and existing repair work orders.
• Verify customer information and determine coverage using policy terms.
• Provide clear updates on in-progress repairs and address questions.
• Document all interactions and actions for continuity.
• Communicate with customers, contractors, and internal teams to gather information.

Skills

Customer service

Call center

Communication skills

Empathy

Multitasking

Problem solving

Time management

Attention to detail

Education

High school diploma

Tools

CRM software

Multiple systems

Job description

We are looking for new hires who can work a shift between the hours of 9am - 10pm, training set to start on September 28th. 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 five 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 Home Repair Customer Advocate (Repair Management Coordinator) provides world-class customer service on first notice of loss calls (FNOLC) and supports customers calling about existing repair work orders. The position operates in a 24/7 environment, with hours spanning seven days a week from 6:00 a.m. to 12:00 midnight, and requires schedule flexibility, including evenings, weekends, holidays, and occasional overtime. By delivering clarity and ownership, this role helps customers feel informed, supported, and confident throughout the repair process. Training for this position is mandatory onsite.

Responsibilities

• Handle inbound customer calls related to first notice of loss (FNOL) and existing repair work orders, providing accurate information and high-quality support in accordance with contract coverage and service standards.
• Verify customer information, confirm active coverage, and determine applicable coverage for reported issues using triage questions and policy terms.
• Support customers calling about in-progress repairs by reviewing claim and work order details, providing clear updates, and addressing questions or concerns.
• Navigate complex and emotionally charged customer interactions with empathy, professionalism, and sound judgment.
• Take ownership of each customer interaction by setting clear expectations, resolving questions within scope, and working toward single-call resolution whenever possible.
• Troubleshoot and isolate reported issues to ensure appropriate next steps are taken and unnecessary dispatches are avoided.
• Clearly and thoroughly document all customer interactions, claim activity, and actions taken to ensure accuracy and continuity.
• Communicate effectively with customers, contractors, and internal stakeholders to gather information and provide timely updates.
• Deliver consistent, high-quality customer experiences that support customer retention and contract renewals.
• Accurately complete data entry related to customer accounts, work orders, and actions taken during calls.
• Meet individual and team performance expectations, including quality, productivity, and customer experience metrics.
• Identify issues, delays, or discrepancies that may impact the customer experience and take appropriate action within established guidelines.
• Provide feedback to leadership on customer trends, pain points, and opportunities to improve services, processes, or procedures.
• Comply with all company policies, procedures, and regulatory requirements.
• Participate in ongoing training, coaching, and development to maintain proficiency and adapt to evolving business needs.

Essential Functions

70% Handle Incoming Calls
10% Make Outbound Calls (callbacks and follow ups)
10% Development (coaching, side x sides,1 on 1s, meetings, projects)
10% Training (HSU Compliance, upskill)
100% Total

Job Requirements

• High school diploma or equivalent.
• Experience in a customer service or call center environment preferred.
• Strong computer skills, including the ability to navigate multiple systems and applications simultaneously and multitask effectively between screens while managing live customer calls.
• Excellent verbal and written communication skills.
• Strong emotional intelligence, including empathy, active listening, and professionalism.
• Ability to remain calm and effective during high-stress or emotionally charged customer interactions.
• Strong problem-solving and critical-thinking skills, with the ability to assess situations and determine appropriate next steps within established guidelines.
• Strong organizational skills and attention to detail.
• Ability to manage time effectively during live customer interactions, balancing call flow, documentation, and customer needs.
• Flexible, proactive, and self-motivated, with the ability to adapt to changing priorities and customer needs.
• Ability to work a flexible schedule within a 24/7 operation, including evenings, weekends, holidays, and potential overtime as business needs dictate.
• Knowledge of home repair processes and terminology is a plus.
• All training is mandatory onsite

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

Pay: $18 p/h

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.

HomeServe USA is an equal opportunity employer.

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