Customer Loyalty Ambassador

Home Serve USA, a Brookfield Infrastructure Group portfolio company, is a Great Place to Work, and while we’re biased, we’re not just saying that. We’re proud to have been certified as a Great place to Work the last ten years. What does Home Serve do and what makes it so great? Well, we’re glad you asked!

We put people at the heart of everything we do. That’s priority number one for all of us. For the nearly 5 million customers we serve, that means being there when they have an emergency home repair need, such as getting their a/c working, clearing their clogged pipes, or fixing broken electrical systems. With over 1,300 municipal and utility partners, that means providing their customers with access to affordable home repair plans, making it easier, faster and less expensive to have their home repair needs met.

And for the more than 1,500 people working alongside us, it means fostering a rewarding, inclusive and challenging career experience that we think is second to none. At Home Serve, everyone is welcome. We know that having diverse teams has a positive impact on our work and ultimately helps us better serve our customers.

No matter your role at Home Serve, you’re part of a growing team that’s working to make home repairs and improvements easy.

Position Overview:

The Loyalty Ambassador role is fundamentally about being a detective in a customer service environment. When customers call to cancel, youwon'tsimply process their request—you'llpause, investigate what'sreally happening, and discover that most cancellation requests stem from misunderstandings rather than actual problems. Your primary responsibility is investigation: reviewing account details, enrollment history, and service records in real-time while asking questions that uncover the real story.

You'llspend 35% of your time investigating root causes and 30% on collaborative problem-solving, offering modifications and customized solutions using a proven four-step framework:
Acknowledge once,Investigatethoroughly, Clarify findings transparently, and Resolvedefinitively.

Success in this roleisn'tmeasured by call speed or scripted persuasion—it'smeasured by what you discover through investigation.

You'llneed an automatic "pause beforeprocess" reflex, genuine curiosity about why customers feel the way they do, and confidence that most problems have solutions customershaven'tconsidered.

You'llbalance empathy with action by acknowledging frustration once, thenimmediatelyshifting to problem-solving rather than repeatedly apologizing. Thisisn'torder-taking;you'rea consultant who happens to work in retention, viewing every cancellation request as a starting point for conversation, not an endpoint.

This role requires patience without rushing to completion, flexibility in communication style, and an outcome-focused mindset that measures success by whether customers get real resolution. Within 60-90 days,you'lldevelop deep product knowledge and masterexplainingcomplex coverage details in customer-specific ways. If you get energized by solving puzzles, believe most people want help rather than an exit, and thrive with autonomy to think strategically rather than followscripts,this role will be deeply satisfying.

Responsibilities:

• Investigate cancellation requests by reviewing account details and enrollment history toidentifyroot causes before processing any customer request.
• Deploy consultative problem-solving techniques to offer modifications and alternatives that address customer concerns and prevent cancellations.
• Execute the four-step objection resolution framework to address customer concerns across all cancellation scenarios including cost, coverage, and service quality issues.
• Build andmaintaincustomer relationships through transparent communication, strategic education about service value, and confidentresolutiondelivery.
• Document all customer interactions, resolution actions, and account updates tomaintaincompliance and support team knowledge sharing.
• Develop comprehensive product knowledge and systemproficiencyto support rapid investigation and one-call resolution within the first
  90 days.
• Collaborate with team members to share best practices and…