Specialist - Service Management

Oncourse Home Solutions; Naperville (IL); Hybrid; USD 253,000 - 364,000; Full time

Benefits offered by this job

Competitive compensation

Health coverage

401(k) with match

Paid time off

Education assistance

FSA/HSA

Employee wellness

Company culture

Job summary

Oncourse Home Solutions, also operating as American Water Resources, seeks a No Provider Operations – Service Management professional in Naperville. The role focuses on dispatch-based service delivery, contractor oversight, and process improvements to meet partner and customer expectations.

The position works in a regular in-office hybrid model (T-TH in office, M-F remote) at our Naperville office, with responsibilities including monitoring performance, escalations, and collaboration across

Qualifications

• Organization and prioritization skills.
• Analytical and problem-solving abilities.
• Strong verbal and written communication skills.

Responsibilities

• Monitor contractor performance and generate reports.
• Manage escalations and exceptions.
• Assist the administrator with daily tasks and learning materials for Dispatch.
• Monitor contractor compliance with Dispatch.
• Collaborate with Administrator, Contractor Network, and Claims teams.
• Apply tools to drive customer accountability.
• Assist partners, contractors, and team members across HOS.
• Maintain customer engagement with 24–48 hour follow-ups.
• Support Partnership SLA management.

Skills

Organization

Analysis

Problem Solving

Communication

Education

High School Diploma or GED

Tools

Excel

Word

Outlook

Job description

Who We Are

Oncourse Home Solutions, also operated as American Water Resources, is a trusted home protection provider helping homeowners across the country protect what matters most. We are a $500 million organization backed by private equity firm Apax Partners, serving 2 million customers across 43 states. We partner with 25+ utilities and municipalities (and growing!) to provide customized solutions tailored to any community - delivering real value where people live. We help homeowners protect the essential systems that keep their homes running - from HVAC, appliances, and electrical to water, sewer, gas lines, and more - so they can avoid the stress and financial impact of unexpected repairs. Our work helps homeowners stay safe, comfortable, and confident in their homes every day.

Who We Are

Oncourse Home Solutions, also operated as American Water Resources, is a trusted home protection provider helping homeowners across the country protect what matters most. We are a $500 million organization backed by private equity firm Apax Partners, serving 2 million customers across 43 states. We partner with 25+ utilities and municipalities (and growing!) to provide customized solutions tailored to any community - delivering real value where people live. We help homeowners protect the essential systems that keep their homes running - from HVAC, appliances, and electrical to water, sewer, gas lines, and more - so they can avoid the stress and financial impact of unexpected repairs. Our work helps homeowners stay safe, comfortable, and confident in their homes every day.

At Oncourse, our people are what makes that possible. We call ourselves SUPERs - Successful, United, Progressive, Empathetic, and Reliable - because that’s how we show up for our customers and for each other. We invest in our employees through competitive benefits, an inclusive culture, and employee-led resource groups that strengthen connection, community, and belonging across the company.

As an equal opportunity employer, our employment decisions are based on business needs, job requirements and individual qualifications without regard to race, color, religion, age, sex (including pregnancy), sexual orientation, gender identity, national origin, ancestry, marital status, parental status, mental or physical disability, military or veteran status, or any other basis protected by federal, state, or local law. Oncourse Home Solutions is committed to recruiting and retaining talented applicants and to providing all employees with a workplace free from discrimination and/or harassment.

Position Summary

The No Provider Operations – Service Management utilizes the dispatch tool to provide service delivery excellence for customers, clients, partners, and the business. Responsible for service order management to ensure business commitments and requirements are executed to compliance standards in order to meet partnership and customer expectations. Recommends opportunities for improvement through root cause and process gaps analysis.

Located at our office in Naperville, our office environment is a key driver of our company culture and employee experience, so a regular in-office hybrid model (T-TH in office and M & F remote) is required.

Responsibilities Include But Are Not Limited To

• Monitor contractor performance and generating reports.
• Handles escalations and exceptions.
• Will assist the administrator with daily tasks, special projects and develop curriculum and learning materials for Dispatch related processes and procedures.
• Required to monitor contractor compliance and utilization of Dispatch.
• Work closely with the Administrator, Contractor Network and Claims department to maximize usage and efficiency.
• Apply tools to drive customer behaviors and accountability.
• Provide assistance and service to partners, contractors, and team members across the HOS organization.
• Customer engagement – follow up and consistent communication every 24-48 hours.
• Special Projects – Partnership SLA management.

We're Excited if this is You!

Experience And Qualifications Of The Role

• Strong organizational, sense of urgency and prioritization skills.
• Strong analytical and problem resolution skills.
• Ability to be effective in a fast paced, high-volume work environment.
• Effective verbal and written communication skills.

Computer Skills Needed To Perform The Job

• Proficient PC skills including Microsoft Office tools (Excel, Word, Outlook).
• Able to learn and maneuver different software systems used to perform daily tasks.

Education

• High school diploma or GED (or relevant experience required.)

Certificates, Licenses, Registrations

• N/A

We offer a compelling total rewards package that includes a competitive base salary and comprehensive benefits to support your total wellbeing. The base pay range for this position is $18.39 - $26.44 USD Hourly. The specific pay offered will depend on qualifications, experience, education and skill set. The compensation offered may also include an annual performance-based bonus, sales incentive plan or commission target.

Our benefits include, but are not limited to, healthcare, life insurance, paid time off, retirement, commuter benefits, and education reimbursement. Exact compensation may vary based on skills, experience, and location.

Join our SUPER Team and Enjoy Amazing Benefits!

• Competitive Compensation: We value your hard work and are proud of our competitive pay for performance philosophy.
• Comprehensive Health Coverage: Medical, dental, and vision insurance options, plus paid short-term and long-term disability coverage.
• 401(k) Plan with 4% Company Match: Secure your future with our robust retirement plan.
• Generous Paid Time Off: Take the time you need to recharge and relax.
• Education Assistance Program: Invest in your growth and development with our support.
• FSA/HSA Options: Flexible spending and health savings accounts to manage your transportation and dependent care expenses.
• Employee Wellness: Access to EAP, health, legal, and financial resources to support your overall well-being.
• Vibrant Company Culture: Monthly Townhalls, employee recognition programs, and Employee Business Resource Groups (EBRGs) to keep you engaged and connected.

Competencies

Communicate Effectively: Is able to clearly and succinctly communicate verbally and in writing in a variety of settings and styles; can get messages across that have the desired effect.

Composure: Is cool under pressure; does not become defensive or irritated when times are tough; is considered mature; can be counted on to hold things together during tough times; can handle stress; is not knocked of balance by the unexpected; doesn't show frustration when resisted or blocked; is a settling influence in a crisis.

Creativity: Comes up with a lot of new and unique ideas; easily makes connections among previously unrelated notions; tends to be seen as original and value-added in brainstorming settings.

Drive for Results: Can be counted on to exceed goals successfully; is constantly and consistently one of the top performers; very bottom-line oriented; steadfastly pushes self and others for results.

Learning on the Fly: Learns quickly when facing new problems; a relentless and versatile learner; open to change; analyzes both successes and failures for clues to improvement; experiments and will try anything to find solutions; enjoys the challenge of unfamiliar tasks; quickly grasps the essence and the underlying structure of anything.

Time Management: Uses his/her time effectively and efficiently; values time; concentrates his/her efforts on the more important priorities; gets more done in less time than others; can attend to a broader range of activities.

Timely Decision Making: Makes decisions in a timely manner, sometimes with incomplete information and under tight deadlines and pressure; able to make a quick decision.