Customer Escalation Specialist II

Who we Are

Oncourse Home Solutions (OHS) is a people-centric, $500M organization that is owned by private equity firm, Apax Partners operating under the brands American Water Resources, Pivotal Home Solutions and American Home Solutions. We do what is right for our people so they can do their best when serving our 1.8+ million customers across the U.S. Our mission is to create lasting value for our customers and our partners by helping homeowners navigate the unexpected, reduce costs, and make homeownership enjoyable for all. Our vision is to make our products and services accessible to our customers and our partners by becoming the most trusted and reliable home solutions organization in the market. We are committed to fostering an environment that embraces diversity in all forms, where our employees, customers and partners feel valued, respected, and supported.  

As a US-based warranty provider, we provide expertise in safety and homecare to our customers. Our integrated solutions meet customer needs both inside and outside the home. Inside the home we protect critical aspects of home function such as plumbing, heating and cooling, appliances, power surges, hot water heater, and interior electrical. Outside the home we provide protection for critical lines (water, gas, wells, sewers, electric and septic). We primarily go to market B2B2C, partnering mostly with water/gas/electric utilities and municipalities to offer our product leveraging their brand for marketing and often adding our subscription fee to the water/gas/electric bill itself. When our customers need help with home maintenance, repair, or coverage, OHS is there. This is what it means to be an ‘Oncourse SUPER’—Successful, United, Progressive, Empathetic, Reliable. SUPERs get it done. We sweat homeownership so our customers and partners don’t have to.  

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. 

 

Position Summary

 

Reporting to the OHS Customer Advocacy Manager, the Customer Escalation Specialist II is committed to providing superb customer service, support, and de-escalation practices to complex consumer issues. The Escalation Specialist provides forward-thinking, elevated resolution tactics, and specializes in consumer account management. 

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. 


Responsibilities include but are not limited to:  

• Assist management in investigating, researching and responding to escalated complaints.  
• Provide management with input regarding process improvement. 
• Receive, research, resolve and respond to escalated AWR/PHS executive level complaints and correspondence. 
• Provide detailed summary of situation including recommended solution.  
• Serve as liaison with corporate counsel regarding escalated issues. 
• Provide timely and accurate key customer communications (includes settlement & release, claims denial, claims overage, etc.). 
• Work directly with claim staff to ensure that denials and postponement requirements of insurance states are being met.  
• Identify root cause of complaint and areas for improvement and provide feedback to assist in the creation of performance goals and/or training programs. 
• Maintain regular communication with all areas and levels of the business; resolve conflicts with sensitivity and tact. 

 
We’re Excited If This Is You

Experience and Qualifications of the Role   

• 3 years of customer service experience. 
• Industry program policies, procedures, regulations and laws. 
• Familiarity with standard business concepts, practices and procedures. 
• Strong knowledge of AWR/PHS operations, policies and procedures. In-depth knowledge of Claims processes, AWR/PHS product lines, including Terms and Conditions. 
• Collecting and analyzing complex data, evaluating information and formulating logical conclusions.  
• Ability to work independently under general supervision with considerable latitude for initiative and independent judgement.  
• Effective neg