Customer Escalation Specialist

Who We Are

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 nearly 2 million customers across 43 states. We partner with 13+ utilities and municipalities (and growing!) 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. Our work helps homeowners stay safe, comfortable, and confident in their homes every day.

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.

As an equal opportunity employer, our employment decisions are based on business needs, job requirements and individual qualifications without regard to race, color, religion, age, sex (including pregnancy), sexual orientation, gender identity, national origin, ancestry, marital status, parental status, mental or physical disability, military or veteran status, or any other basis protected by federal, state, or local law. Oncourse Home Solutions is committed to recruiting and retaining talented applicants and to providing all employees with a workplace free from discrimination and/or harassment.

Reporting to the OHS Customer Escalation Supervisor, the Customer Escalation Specialist I is primarily responsible for serving as the first point of contact for handling escalated customer calls, providing excellent customer care and facilitating resolution to the customer’s concerns to prevent High-Profile escalations. If necessary, they will work closely with the Customer Escalations Specialist II for additional research and follow-up. They are responsible for assisting Contact Center employees by developing the necessary knowledge to develop rapport and take care of our customers.

This role is based in Naperville, IL office. A regular in‑office hybrid model (generally T - Th in office, M & F remote) is required, as our office environment is a key driver of our company culture and employee experience.

• Handle both inbound and outbound escalation calls, deescalating the call, while properly identifying and resolving customer’s concerns.
• Improve customer service skills and systems knowledge of the call center agents, with a focus on building customer rapport and identifying and executing solutions to serve the customer’s needs.
• Serve as an agent of the company in any variety of situations, including but not limited to effectively handling escalated customer phone calls or working with other departments on various issues related to claims.
• Assist in taking customer calls to help support the business needs when call volumes are high.
• Coach and help develop agents’ ability to develop techniques to properly de‑escalate calls.
• Support the development of new hires during training and through the onboarding and transition from training to the team.
• Communicates with management on a regular basis on identified potential escalation issues, monitors and escalates time‑sensitive matters to management upon being made aware.
• Fosters and sustains a positive customer care experience that enhances both individual and team excellence by acting as a champion of great customer service.
• Document escalations in the escalation log, provide tracking of proper and improper escalations on said log, document feedback on those escalations for Team Supervisors to provide coaching.

• 1 year of call center experience.
• Demonstrated expertise in knowledge of multiple company‑provided…