HomeServe - General Interest Form Call Center Representative

HomeServe USA; Chattanooga (TN); On-site; USD 49,594,000 - 53,561,000; Full time

Benefits offered by this job

Casual attire throughout the week

Career development and advancement

Excellent medical, vision, dental and

Life & disability insurance

401(k) plan with company match

Company-paid optional coverage plans

Job summary

HomeServe USA, a Brookfield Infrastructure Group portfolio company, is a Great Place to Work-certified employer that values frontline teams. We seek individuals to join our future new hire classes who will support millions of customers with home repair needs and provide empathetic, solutions-oriented service.

During training you will work onsite; after successful completion and depending on performance, there may be an opportunity to transition to remote work.

Qualifications

• Proven ability to handle high-volume customer interactions with professionalism.
• Strong verbal and written communication skills.
• Ability to de-escalate tense situations and stay calm under pressure.
• Basic computer proficiency and familiarity with MS Office or similar systems.
• Organizational skills and attention to detail are essential.
• Willingness to work evenings, weekends, and holidays as needed.

Responsibilities

• De-escalate frustrated customers and guide conversations to resolution.
• Handle a high volume of inbound and outbound interactions with quality service.
• Troubleshoot and resolve issues in a timely, effective manner.
• Document interactions and updates in internal systems accurately.
• Provide feedback on customer concerns and process improvements.
• Participate in ongoing training and development.

Skills

Customer service

Communication

De-escalation

MS Office

Time management

Education

High school diploma or equivalent

Job description

We 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.

Responsibilities

• De‑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 needs

Essential Functions

Essential Job Function

% of Time

Handle 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 Requirements

• Demonstrated ability to de‑escalate tense interactions and maintain composure under pressure
• High school diploma or equivalent
• Previous call center or customer service experience preferred
• Basic computer proficiency (e.g., MS Office or similar systems)
• Strong verbal and written communication skills
• Excellent organizational skills and attention to detail
• Effective problem‑solving and decision‑making abilities
• Ability to work in a fast‑paced environment and manage multiple tasks
• Flexible availability, including evenings, weekends, and holidays as needed
• Self‑motivated, adaptable, and customer‑focused mindset
• Must 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 needs

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/hour

HomeServe USA is an equal opportunity employer.