HomeServe - General Interest Form Call Center Representative

HomeServe USA • Chattanooga, TN

5d • Onsite

About The Position

HomeServe USA, a Brookfield Infrastructure Group portfolio company, is a Great Place to Work, certified for the last ten years. HomeServe focuses on being there for customers during emergency home repairs and providing affordable home repair plans through municipal and utility partners. The company fosters a rewarding, inclusive, and challenging career experience for its over 1,500 employees, emphasizing diversity to better serve customers. This application is for individuals interested in joining future new hire classes to help make home repairs and improvements easy.

Requirements

• Demonstrated ability to de-escalate tense interactions and maintain composure under pressure
• High school diploma or equivalent
• 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

Nice To Haves

• Previous call center or customer service experience preferred

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.

Benefits

• Competitive compensation
• Career development and advancement opportunities
• Casual attire throughout the week
• Friendly, open and team oriented work atmosphere
• 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

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED