Retention Specialist: Root-Cause Resolver

HomeServe; Chattanooga (TN); On-site; USD 25,000 - 31,000; Full time

Benefits offered by this job

Competitive compensation

Career development

Casual attire

Health benefits (medical, vision, etc)

401(k) plan

Company coverage plans

Job summary

HomeServe USA is seeking a Loyalty Ambassador to investigate cancellation requests, understand root causes, and provide solutions. You will balance empathy with action, guiding customers toward real resolutions rather than scripted interactions.

Training starts soon; this role emphasizes problem-solving and consultative communication in a fast-paced retention environment. The position offers competitive hourly compensation, a comprehensive benefits package, and opportunities for professional

Qualifications

• High school diploma required; some college preferred.
• 1–2 years of customer service experience required.
• Experience in retention, sales, or account management preferred.
• Proven ability to handle difficult conversations and de-escalate concerns.
• Strong verbal and written communication with active listening abilities.
• Ability to learn new software and navigate multiple systems.

Responsibilities

• Investigate cancellation requests by reviewing account details and enrollment history.
• Deploy consultative problem-solving to address concerns and prevent cancellations.
• Execute a four-step objection resolution framework across scenarios.
• Build and maintain customer relationships through transparent communication.
• Document interactions and account updates to support compliance and knowledge sharing.
• Develop product knowledge and system proficiency for rapid investigation and one-call resolution.
• Collaborate with team members to share best practices and support retention goals.
• Take on additional projects and responsibilities as assigned by leadership.

Skills

Active listening

Strong communication

Verbal and written communication

Time management

Organizational abilities

Analytical thinking

Problem resolution

De-escalation

Learning new software

Multi-system navigation

Education

High school diploma

Some college preferred

Tools

MS Office Suite

Job description

HomeServe USA is seeking a Loyalty Ambassador to investigate cancellation requests, understand root causes, and provide solutions. You will balance empathy with action, guiding customers toward real resolutions rather than scripted interactions.

Training starts soon; this role emphasizes problem-solving and consultative communication in a fast-paced retention environment. The position offers competitive hourly compensation, a comprehensive benefits package, and opportunities for professional