Customer Repair Coordinator - Training to start 8/17/26

Position Overview

The Customer Repair Coordinator (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.

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%

Job 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.

In Return, We Offer

• 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

Minimum Physical Requirements

• The physical demands described represent those that must be met by an employee to successfully perform the essential functions of this position.
• Reasonable accommodations may be made to enable individuals with disabilities to perform the functions of the position for which they work.
• While performing the duties of this position, the employee is regularly required to listen, talk and hear.
• The employee frequently is required to use hands or fingers, handle or feel objects, tools, or controls while executing tasks like working on a computer or talking on the telephone.
• The employee is occasionally required to stand, walk, sit; and reach with hands and arms.
• The employee must occasionally lift and/or move up to 15 pounds.
• Specific vision abilities required by this position include close vision, distance vision, and the ability to adjust focus.
• The noise level in the work environment is usually moderate to low.

Company Information

HomeServe USA is an equal opportunity employer.