HomeServe - General Interest Form Call Center Representative

About the role

HomeServe USA, a Brookfield Infrastructure Group portfolio company, is a Great Place to Work certified for the last ten years. We put people at the heart of everything we do — serving nearly 5 million customers with emergency home repair needs, partnering with over 1,300 municipal and utility organizations, and fostering a rewarding, inclusive career experience for our 1,500+ employees. We are looking for people interested in joining one of our future new hire classes.

Responsibilities

• De-escalate frustrated or upset customers by remaining calm, acknowledging concerns, and guiding conversations toward resolution — even when delivering difficult news or handling back-to-back high-emotion calls
• Handle a high volume of inbound and outbound customer interactions while maintaining quality and service standards
• Assist customers by identifying, troubleshooting, and resolving issues in a timely and effective manner
• Communicate with customers and internal teams through phone, email, and other channels in a professional and concise manner
• Build and maintain strong customer relationships by demonstrating empathy, active listening, and sound judgment
• Deliver exceptional customer service to support customer satisfaction, retention, and loyalty
• Accurately document customer interactions, account updates, and actions taken in internal systems
• Provide feedback to management regarding customer concerns, trends, and opportunities for process improvement
• Follow established policies, procedures, and guidelines when resolving customer inquiries or making decisions
• Participate in ongoing training and development to enhance skills and adapt to evolving business needs
• Work onsite during training is mandatory with the opportunity to transition to work from home based on successful completion of training, consistent performance, and business needs

Essential functions

• Handle incoming customer interactions: 70%
• Make outbound calls (follow-ups, callbacks): 10%
• Participate in development activities (coaching, etc.): 10%
• Attend training and upskilling sessions: 10%

Requirements

• Demonstrated ability to de-escalate tense interactions and maintain composure under pressure
• High school diploma or equivalent
• Previous call center or customer service experience preferred
• Basic computer proficiency (e.g., MS Office or similar systems)
• Strong verbal and written communication skills
• Excellent organizational skills and attention to detail
• Effective problem-solving and decision-making abilities
• Ability to work in a fast-paced environment and manage multiple tasks
• Flexible availability, including evenings, weekends, and holidays as needed
• Self-motivated, adaptable, and customer-focused mindset
• Must be able to work onsite; work from home is not guaranteed and is granted based on successful completion of training, consistent performance, and ongoing business needs

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

Hourly Rate: $18/hour