Service Specialist, Customer Service​/HelpDesk

Position Summary

The Service Specialist oversees home repairs requested by homeowners during the two‑year home warranty period, managing customer interactions during service visits.

• Lead service technicians in alignment with the company mission, vision, and values.
• Manage daily service tickets, ensuring quality and value.
• Schedule the team’s daily work and proactively resolve homeowner concerns.
• Assess homeowner needs to achieve customer satisfaction.
• Communicate with homeowners via phone, email, and in person to navigate concerns.
• Oversee equipment rental and large material deliveries for appointments.
• Maintain positive relationships with homeowners, trade partners, and vendors.
• Participate in training and development of service professionals.
• Maintain ticket resolution targets.
• Correspond with city officials and act as company ambassador as needed.
• Assist in planning service outreach opportunities.
• Participate in emergency and after‑hours on‑call process.
• Adhere to safety standards and guidelines on job sites.

• Construction experience preferred but not required.
• Strong problem‑solving and time‑management skills.
• Ability to learn new software and use the company HB1 system.
• Valid driver’s license and clean driving record.
• Must be at least 21 years of age to drive a company vehicle.

• Work outdoors in a non‑temperature‑controlled environment with medium‑to‑high noise levels.
• Frequently required to stand, walk, and sit in a vehicle; climb, lift, pull, and push objects up to 70 pounds.

Entry level

Full‑time

Other