Customer Repair Coordinator

About the role

HomeServe USA, a Brookfield Infrastructure Group portfolio company, is a Great Place to Work, certified the last five years. We put people at the heart of everything we do. For nearly 5 million customers, that means being there for emergency home repairs like a/c, clogged pipes, or broken electrical systems. With over 1,300 municipal and utility partners, we provide access to affordable home repair plans. For our 1,500+ employees, we foster a rewarding, inclusive, and challenging career experience.

The Home Repair Customer Advocate (Repair Management Coordinator) provides world-class customer service on first notice of loss calls (FNOLC) and supports customers calling about existing repair work orders. The position operates in a 24/7 environment, with hours spanning seven days a week from 6:00 a.m. to 12:00 midnight, and requires schedule flexibility, including evenings, weekends, holidays, and occasional overtime. Home Repair Customer Advocates focus on resolving in-progress issues, providing clear and accurate updates, and supporting customers who may be frustrated or stressed due to repair delays or complications. Advocates bring strong emotional intelligence, resilience, and good judgment to each call—guiding customers through complex repair situations, owning the experience from start to finish, setting clear expectations, and resolving as much as possible in a single interaction. By delivering clarity and ownership, this role helps customers feel informed, supported, and confident throughout the repair process.

Responsibilities

• Handle inbound customer calls related to first notice of loss (FNOL) and existing repair work orders, providing accurate information and high-quality support in accordance with contract coverage and service standards.
• Verify customer information, confirm active coverage, and determine applicable coverage for reported issues using triage questions and policy terms.
• Support customers calling about in-progress repairs by reviewing claim and work order details, providing clear updates, and addressing questions or concerns.
• Navigate complex and emotionally charged customer interactions with empathy, professionalism, and sound judgment.
• Take ownership of each customer interaction by setting clear expectations, resolving questions within scope, and working toward single-call resolution whenever possible.
• Troubleshoot and isolate reported issues to ensure appropriate next steps are taken and unnecessary dispatches are avoided.
• Clearly and thoroughly document all customer interactions, claim activity, and actions taken to ensure accuracy and continuity.
• Communicate effectively with customers, contractors, and internal stakeholders to gather information and provide timely updates.
• Deliver consistent, high-quality customer experiences that support customer retention and contract renewals.
• Accurately complete data entry related to customer accounts, work orders, and actions taken during calls.
• Meet individual and team performance expectations, including quality, productivity, and customer experience metrics.
• Identify issues, delays, or discrepancies that may impact the customer experience and take appropriate action within established guidelines.
• Provide feedback to leadership on customer trends, pain points, and opportunities to improve services, processes, or procedures.
• Comply with all company policies, procedures, and regulatory requirements.
• Participate in ongoing training, coaching, and development to maintain proficiency and adapt to evolving business needs.

Essential Functions

• Handle Incoming Calls: 70%
• Make Outbound Calls (callbacks and follow ups): 10%
• Development (coaching, side x sides, 1 on 1s, meetings, projects): 10%
• Training (HSU Compliance, upskill): 10%

Requirements

• High school diploma or equivalent.
• Experience in a customer service or call center environment preferred.
• Strong computer skills, including the ability to navigate multiple systems and applications simultaneously and multitask effectively between screens while managing live customer calls.
• Excellent verbal and written communication skills.
• Strong emotional intelligence, including empathy, active listening, and professionalism.
• Ability to remain calm and effective during high-stress or emotionally charged customer interactions.
• Strong problem-solving and critical-thinking skills, with the ability to assess situations and determine appropriate next steps within established guidelines.
• Strong organizational skills and attention to detail.
• Ability to manage time effectively during live customer interactions, balancing call flow, documentation, and customer needs.
• Flexible, proactive, and self-motivated, with the ability to adapt to changing priorities and customer needs.
• Ability to work a flexible schedule within a 24/7 operation, including evenings, weekends, holidays, and potential overtime as business needs dictate.
• Knowledge of home repair processes and terminology is a plus.
• All training is mandatory onsite.

Benefits

• Competitive compensation
• Career development and advancement opportunities
• Casual attire throughout the week
• Friendly, open and team oriented work atmosphere
• Excellent benefits including generous medical, vision, dental and life & disability insurance
• 401(k) plan with a company match
• Eligibility to enroll in up to two HomeServe coverage plans paid for by the company

Pay

$18 p/h

Schedule

Training set to start on September 28th. The position operates in a 24/7 environment with hours spanning seven days a week from 6:00 a.m. to 12:00 midnight, requiring flexibility including evenings, weekends, holidays, and occasional overtime.