Job Description
Job Description
Who we Are
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:
Reporting to the OHS Customer Advocacy Manager, escalation specialist is committed to providing superb customer service, support, and de-escalation practices to complex consumer issues. Provide forward-thinking, elevated resolution tactics, and specialize in consumer account management.
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 is required (generally in-office T-TH and remote M & F).
Responsibilities include but are not limited to:
- Assist management in investigating, researching and responding to escalated complaints.
- Provide management with input regarding process improvement.
- Receive, research, resolve and respond to escalated AWR/PHS executive level complaints and correspondence.
- Provide detailed summary of situation including recommended solution.
- Serve as liaison with corporate counsel regarding escalated issues.
- Provide timely and accurate key customer communications (includes settlement & release, claims denial, claims overage, etc.).
- Work directly with claim staff to ensure that denials and postponement requirements of insurance states are being met.
- Identify root cause of complaint and areas for improvement and provide feedback to assist in the creation of performance goals and/or training programs.
- Maintain regular communication with all areas and levels of the business; resolve conflicts with sensitivity and tact.
We’re Excited if This is You
Experience and Qualifications of the Role:
- 3 years of customer service experience.
- Industry program policies, procedures, regulations and laws.
- Familiarity with standard business concepts, practices and procedures.
- Strong knowledge of AWR/PHS operations, policies and procedures. In-depth knowledge of Claims processes, AWR/PHS product lines, including Terms and Conditions.
- Collecting and analyzing complex data, evaluating information and formulating logical conclusions.
- Ability to work independently under general supervision with considerable latitude for initiative and independent judgement.
- Effective negotiator and reasoning skills.
- Strong verbal and written communications are essential, including active listening skills.
- Ability to establish and maintain harmonious working relationships with teammates, staff and external contacts.
- Ability to meet critical timelines and provide exceptional customer service.
Education
Bachelor’s degree, High School Diploma/GED or equivalent experience required.
Computer Skills Needed to Perform this Job
- 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 $26.18- $31.51hourly. 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.
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:
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.
Problem Solving: Uses rigorous logic and methods to solve difficult problems with effective solutions; probes all fruitful sources for answers; can see hidden problems; is excellent at honest analysis; looks beyond the obvious and doesn't stop at the first answers.
Listening: Practices attentive and active listening; has the patience to hear people out; can accurately restate the opinions of others even when he/she disagrees.
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.
Customer Focus: Is dedicated to meeting the expectations and requirements of internal and external customers; gets firsthand customer information and uses it for improvements in products and services; acts with customers in mind; establishes and maintains effective relationships with customers and gains their trust and respect.
Action Oriented: Enjoys working hard; is action oriented and full of energy for the things that he/she sees as challenging; not fearful of acting with a minimum of planning; seizes more opportunities than others.
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.