Retention Detective & Solutions Consultant

HomeServe USA; Chattanooga (TN); On-site; USD 24,796 - 30,996; Full time

Benefits offered by this job

Competitive benefits

401(k) plan

Bonus potential

Job summary

HomeServe USA is hiring a Loyalty Ambassador to investigate cancellation requests, understand root causes, and apply a consultative, solution-focused approach to prevent churn. You will review accounts, enrollment histories, and service records in real-time, asking clarifying questions to uncover underlying needs and ensure real resolution.

The role emphasizes empathy balanced with action, aiming for one-call resolution within the first 90 days, and requires comfort with independent work and

Qualifications

• Minimum high school diploma; some college preferred
• 1-2 years of customer service experience required
• Strong verbal and written communication skills
• Ability to analyze account information quickly and identify solutions
• Experience navigating multiple systems during interactions

Responsibilities

• Investigate cancellation requests by reviewing account details to identify root causes
• Deploy consultative problem-solving to offer modifications and alternatives
• Execute four-step objection resolution framework for cancellations
• Build relationships through transparent communication and confident resolution
• Document interactions and account updates for compliance and knowledge sharing
• Develop product knowledge and system proficiency for rapid investigation
• Collaborate with team to share best practices and improve retention metrics
• Assist with additional projects as assigned by leadership

Skills

Customer service

Problem solving

Active listening

Communication

Data entry

MS Office

Education

High school diploma

Tools

MS Office Suite

CRM systems

Job description

HomeServe USA is hiring a Loyalty Ambassador to investigate cancellation requests, understand root causes, and apply a consultative, solution-focused approach to prevent churn. You will review accounts, enrollment histories, and service records in real-time, asking clarifying questions to uncover underlying needs and ensure real resolution.

The role emphasizes empathy balanced with action, aiming for one-call resolution within the first 90 days, and requires comfort with independent work and