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.

The Loyalty Ambassador role is fundamentally about being a detective in a customer service environment. When customers call to cancel, you won't simply process their request—you'll pause, investigate what's really 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'll spend 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, Investigate thoroughly, Clarify findings transparently, and Resolve definitively.

Success in this role isn't measured by call speed or scripted persuasion—it's measured by what you discover through investigation. You'll need an automatic "pause before process" reflex, genuine curiosity about why customers feel the way they do, and confidence that most problems have solutions customers haven't considered. You'll balance empathy with action by acknowledging frustration once, then immediately shifting to problem-solving rather than repeatedly apologizing.

This isn't order-taking; you're a 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'll develop deep product knowledge and master explaining complex 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 follow scripts, this role will be deeply satisfying.

• Investigate cancellation requests by reviewing account details and enrollment history to identify root 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 and maintain customer relationships through transparent communication, strategic education about service value, and confident resolution delivery.
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