Specialist - Service Management

Oncourse Home Solutions, also operated as American Water Resources, is a trusted home protection provider helping homeowners across the country protect what matters most. We are a $500 million organization backed by private equity firm Apax Partners, serving 2 million customers across 43 states. We partner with 25+ utilities and municipalities to provide customized solutions tailored to any community—delivering real value where people live. We help homeowners protect the essential systems that keep their homes running—from HVAC, appliances, and electrical to water, sewer, gas lines, and more—so they can avoid the stress and financial impact of unexpected repairs.

At Oncourse, our people are what makes that possible. We call ourselves SUPERs—Successful, United, Progressive, Empathetic, and Reliable—because that’s how we show up for our customers and for each other. We invest in our employees through competitive benefits, an inclusive culture, and employee-led resource groups that strengthen connection, community, and belonging across the company.

About the role

The No Provider Operations – Service Management team utilizes the dispatch tool to provide service delivery excellence for customers, clients, partners, and the business. This role is responsible for service order management to ensure business commitments and requirements are executed to compliance standards, meeting partnership and customer expectations. You will recommend opportunities for improvement through root cause and process gap analysis. Located at our office in Naperville, this role follows a hybrid model (Tuesday–Thursday in office, Monday & Friday remote).

Responsibilities

• Monitor contractor performance and generate reports.
• Handle escalations and exceptions.
• Assist the administrator with daily tasks, special projects, and develop curriculum and learning materials for Dispatch-related processes and procedures.
• Monitor contractor compliance and utilization of Dispatch.
• Work closely with the Administrator, Contractor Network, and Claims department to maximize usage and efficiency.
• Apply tools to drive customer behaviors and accountability.
• Provide assistance and service to partners, contractors, and team members across the organization.
• Customer engagement—follow up and consistent communication every 24–48 hours.
• Manage special projects, including Partnership SLA management.

Requirements

• Strong organizational, sense of urgency, and prioritization skills.
• Strong analytical and problem-resolution skills.
• Ability to be effective in a fast-paced, high-volume work environment.
• Effective verbal and written communication skills.
• Proficient PC skills, including Microsoft Office tools (Excel, Word, Outlook).
• Able to learn and maneuver different software systems used to perform daily tasks.
• High school diploma or GED (or relevant experience required).

Skills

• Communicate Effectively: Clearly and succinctly communicate verbally and in writing in a variety of settings and styles; ensures messages have the desired effect.
• Composure: Remains cool under pressure; handles stress and unexpected challenges without becoming defensive or irritated; acts as a stabilizing influence in a crisis.
• Creativity: Generates new and unique ideas; makes connections among previously unrelated notions; adds value in brainstorming settings.
• Drive for Results: Consistently exceeds goals; is bottom-line oriented; steadfastly pushes self and others for results.
• Learning on the Fly: Learns quickly when facing new problems; analyzes successes and failures for improvement; embraces unfamiliar tasks.
• Time Management: Uses time effectively and efficiently; prioritizes important tasks; accomplishes more in less time.
• Timely Decision Making: Makes decisions promptly, even with incomplete information or under tight deadlines.

Pay

The base pay range for this position is $18.39 – $26.44 USD hourly. The specific pay offered will depend on qualifications, experience, education, and skill set. Compensation may also include an annual performance-based bonus, sales incentive plan, or commission target.

Benefits

• Comprehensive health coverage: medical, dental, and vision insurance options.
• Paid short-term and long-term disability coverage.
• 401(k) plan with a 4% company match.
• Generous paid time off.
• Education Assistance Program to support growth and development.
• Flexible Spending Account (FSA) and Health Savings Account (HSA) options for transportation and dependent care expenses.
• Employee wellness resources, including EAP, health, legal, and financial support.
• Vibrant company culture: monthly town halls, employee recognition programs, and Employee Business Resource Groups (EBRGs).

Schedule

Hybrid model: Tuesday–Thursday in office (Naperville), Monday & Friday remote.