Retention Investigator & Solutions Consultant

HomeServe USA Corp; Chattanooga (TN); On-site; USD 37,440 - 46,800; Full time

Benefits offered by this job

Competitive compensation

401(k) plan with company match

Excellent medical/vision/dental/life &

Job summary

HomeServe USA Corp in Chattanooga is hiring a Loyalty Ambassador to investigate cancellations, review account details, and uncover root causes. You’ll spend time asking questions, solving problems, and preventing future cancellations using a proven four-step framework.

The role emphasizes empathy balanced with decisive action, aiming to turn cancellations into constructive conversations and lasting relationships.

Qualifications

• High school diploma required; some college preferred.
• 1-2 years of customer service experience required.
• Experience in retention, sales, or account management preferred.
• Strong written and verbal communication with active listening.

Responsibilities

• Investigate cancellation requests by reviewing account details and enrollment history to identify root causes before processing any request.
• Deploy consultative problem-solving techniques to offer modifications and alternatives that address concerns.
• Execute a four-step objection resolution framework to address concerns around cost, coverage, and service quality.
• Build and maintain customer relationships through transparent communication and education about service value.
• Document all interactions, updates, and actions to support compliance and knowledge sharing.
• Collaborate with team members to share best practices and contribute to retention goals.

Skills

Customer service

Active listening

Verbal & written communication

MS Office proficiency

Education

High school diploma

Job description

HomeServe USA Corp in Chattanooga is hiring a Loyalty Ambassador to investigate cancellations, review account details, and uncover root causes. You’ll spend time asking questions, solving problems, and preventing future cancellations using a proven four-step framework.

The role emphasizes empathy balanced with decisive action, aiming to turn cancellations into constructive conversations and lasting relationships.