Customer Repair Coordinator - Training

We are looking for agents who can work a shift between the hours of 12pm - 10pm, training set to start on April 27th.

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 five 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.

The Repair Management Coordinator provides world‑class customer service on first notice of loss calls (FNOLC) and supports customers calling about existing repair work orders. The position operates in a 24/7 environment, with hours spanning seven days a week from 6:00 a.m. to 12:00 midnight, and requires schedule flexibility, including evenings, weekends, holidays, and occasional overtime.

Repair Management Coordinators focus on resolving in-progress issues, providing clear and accurate updates, and supporting customers who may be frustrated or stressed due to repair delays or complications. Coordinators bring strong emotional intelligence, resilience, and good judgment to each call—guiding customers through complex repair situations, owning the experience from start to finish, setting clear expectations, and resolving as much as possible in a single interaction.

By delivering clarity and ownership, this role helps customers feel informed, supported, and confident throughout the repair process. Training for this position is mandatory onsite.

• Handle inbound customer calls related to first notice of loss (FNOL) and existing repair work orders, providing accurate information and high-quality support in accordance with contract coverage and service standards.
• Verify customer information, confirm active coverage, and determine applicable coverage for reported issues using triage questions and policy terms.
• Support customers calling about in-progress repairs by reviewing claim and work order details, providing clear updates, and addressing questions or concerns.
• Navigate complex and emotionally charged customer interactions with empathy, professionalism, and sound judgment.
• Take ownership of each customer interaction by setting clear expectations, resolving questions within scope, and working toward single-call resolution whenever possible.
• Troubleshoot and isolate reported issues to ensure appropriate next steps are taken and unnecessary dispatches are avoided.
• Clearly and thoroughly document all customer interactions, claim activity, and actions taken to ensure accuracy and continuity.
• Communicate effectively with customers, contractors, and internal stakeholders to gather information and provide timely updates.
• Deliver consistent, high‑quality customer experiences that support customer retention and contract renewals.
• Accurately complete data entry related to customer accounts, work orders, and actions taken during calls.
• Meet individual and team performance expectations, including quality, productivity, and customer experience metrics.
• Identify issues, delays, or discrepancies that may impact the customer experience and take appropriate action within established guidelines.
• Provide feedback to leadership on…