Customer Retention Specialist & Problem Solver

HomeServe USA Corp; Chattanooga (TN); On-site; USD 25,000 - 32,000; Full time

Benefits offered by this job

Competitive compensation

401(k) plan with company match

Excellent medical, vision, dental, and

Life & disability insurance

Job summary

HomeServe USA is seeking a Loyalty Ambassador to investigate cancellations, review accounts, and uncover root causes. You’ll pause, ask questions, and apply a four-step framework to resolve issues, balancing empathy with problem-solving in a consultative retention role.

Within 60-90 days, you’ll gain product knowledge and be able to explain complex coverage details to customers while collaborating with team members to improve retention outcomes.

Qualifications

• High school diploma required; some college preferred.
• 1-2 years of customer service experience required.
• Experience in retention, sales, or account management preferred.

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.

Skills

Customer service

Problem solving

Communication

MS Office

Education

High school diploma

Tools

MS Office Suite

Job description

HomeServe USA is seeking a Loyalty Ambassador to investigate cancellations, review accounts, and uncover root causes. You’ll pause, ask questions, and apply a four-step framework to resolve issues, balancing empathy with problem-solving in a consultative retention role.

Within 60-90 days, you’ll gain product knowledge and be able to explain complex coverage details to customers while collaborating with team members to improve retention outcomes.