Customer Loyalty Ambassador - Training to start on 1/10/27

HomeServe USA • Chattanooga, TN

3d • $18 - $23

About The Position

The Customer Loyalty Ambassador works in a customer service and retention environment, investigating customers’ reasons for requesting cancellation before processing requests. The role involves reviewing account details, enrollment history, and service records in real time, asking questions to uncover underlying concerns, and offering modifications or customized solutions. Ambassadors use a four-step framework: acknowledge once, investigate thoroughly, clarify findings transparently, and resolve definitively.

Success is measured by effective investigation and genuine customer resolution rather than call speed or scripted persuasion. The role requires patience, curiosity, empathy, adaptable communication, and an outcome-focused approach. Employees are expected to develop product knowledge and system proficiency, including the ability to explain coverage details in customer-specific ways, within the first 60–90 days.

Requirements

• High school diploma required.
• One to two years of customer service experience required.
• Demonstrated track record of problem resolution and customer satisfaction.
• Ability to handle difficult customer conversations and de-escalate concerns effectively.
• Strong verbal and written communication skills and active listening abilities.
• Experience building rapport and maintaining professional customer relationships.
• Ability to ask clarifying questions and uncover underlying customer needs.
• Track record of providing accurate resolutions through thorough research.
• Ability to analyze account information quickly and identify appropriate solutions.
• Critical-thinking skills to evaluate options and recommend suitable approaches.
• Strong attention to detail when reviewing account details, coverage terms, and documentation.
• Ability to make sound decisions with incomplete information.
• Proficiency in MS Office Suite, including Windows, Word, and Outlook.
• Experience navigating multiple systems simultaneously during customer interactions.
• Ability to learn new software, databases, and product information within 90 days.
• Strong data-entry and documentation skills.
• Time-management and organizational abilities, including managing multiple priorities.
• Ability to work independently with minimal supervision.
• Flexibility to adapt to changing priorities, procedures, and business needs.
• Openness to coaching, performance feedback, and continuous improvement.
• Metrics-driven mindset focused on outcomes and customer satisfaction.

Nice To Haves

• Some college education.
• Experience in retention, sales, or account management roles.

Responsibilities

• Investigate cancellation requests by reviewing account details and enrollment history to identify root causes before processing customer requests.
• Use consultative problem-solving techniques to offer modifications and alternatives that address customer concerns and prevent cancellations.
• Apply the four-step objection-resolution framework to concerns involving cost, coverage, and service quality.
• Build and maintain customer relationships through transparent communication, education about service value, and confident resolution delivery.
• Document customer interactions, resolution actions, and account updates to support compliance and team knowledge sharing.
• Develop product knowledge and system proficiency to support rapid investigation and one-call resolution within the first 90 days.
• Collaborate with team members to share best practices and contribute to retention performance goals.
• Assist with additional projects and responsibilities as assigned by leadership.

Benefits

• Career development and advancement opportunities.
• Casual attire throughout the week.
• Friendly, open, team-oriented work atmosphere.
• Medical, vision, dental, life, and disability insurance.
• 401(k) plan with company match.
• Eligibility to enroll in up to two HomeServe coverage plans paid for by the company.
• Monthly bonus opportunity.

What This Job Offers

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