Oncourse Home Solutions (OHS) is a people-centric, $500M organization that is owned by private equity firm, Apax Partners operating under the brands American Water Resources, Pivotal Home Solutions and American Home Solutions. We do what is right for our people so they can do their best when serving our 1.8+ million customers across the U.S. Our mission is to create lasting value for our customers and our partners by helping homeowners navigate the unexpected, reduce costs, and make homeownership enjoyable for all. Our vision is to make our products and services accessible to our customers and our partners by becoming the most trusted and reliable home solutions organization in the market. We are committed to fostering an environment that embraces diversity in all forms, where our employees, customers and partners feel valued, respected, and supported.
As a US-based warranty provider, we provide expertise in safety and homecare to our customers. Our integrated solutions meet customer needs both inside and outside the home. Inside the home we protect critical aspects of home function such as plumbing, heating and cooling, appliances, power surges, hot water heater, and interior electrical. Outside the home we provide protection for critical lines (water, gas, wells, sewers, electric and septic). We primarily go to market B2B2C, partnering mostly with water/gas/electric utilities and municipalities to offer our product leveraging their brand for marketing and often adding our subscription fee to the water/gas/electric bill itself. When our customers need help with home maintenance, repair, or coverage, OHS is there. This is what it means to be an ‘Oncourse SUPER’—Successful, United, Progressive, Empathetic, Reliable. SUPERs get it done. We sweat homeownership so our customers and partners don’t have to.
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
- Handle both inbound and outbound escalation calls, deescalating the call, while properly identifying and resolving customer’s concerns.
- Improve customer service skills and systems knowledge of the call center agents, with a focus on building customer rapport and identifying and executing solutions to serve the customer’s needs.
- Serve as an agent of the company in any variety of situations, including but not limited to effectively handling escalated customer phone calls or working with other departments on various issues related to claims.
- Assist in taking customer calls to help support the business needs when call volumes are high.
- Coach and help develop agents’ ability to develop techniques to properly de-escalate calls.
- Support the development of new hires during training and through the onboarding and transition from training to the team.
- Communicates with management on a regular basis on identified potential escalation issues, monitors and escalates time-sensitive matters to management upon being made aware.
- Fosters and sustains a positive customer care experience that enhances both individual and team excellence by acting as a champion of great customer service.
- Document escalations in the escalation log, provide tracking of proper and improper escalations on said log, document feedback on those escalations for Team Supervisors to provide coaching.
- One year of call center experience
- Demonstrated expertise in knowledge of multiple company-provided services and processes.
- Ability to identify and isolate critical behavior that will improve performance and customer experience.
- The ability to coach other agents within a call center.
- Ability to handle escalated calls.
- Ability to take inbound and make outbound calls.
- Proficiency in Microsoft Office 365
- Strong Excel skills required.
- Working knowledge of phone and customer service systems
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 $21.80-$26.65 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.
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.
- 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.
Equal Opportunity Employer
This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.
