Loyalty Ambassador role is about being a detective in a customer service environment. The primary responsibility is investigation: reviewing account details, enrollment history, and service records in real-time while asking questions that uncover the real story.
Requirements
- High school diploma required; some college preferred
- 1-2 years of customer service experience required
- Experience in retention, sales, or account management roles preferred
- Demonstrated track record of problem resolution and customer satisfaction
- Proven ability to handle difficult customer conversations and de-escalate concerns effectively
- Strong verbal and written communication skills with active listening abilities
- Experience building rapport and maintaining professional relationships with customers
- Ability to ask clarifying questions and uncover underlying customer needs
- Track record of providing accurate resolutions through thorough research
- Ability to analyze account information quickly and identify appropriate solutions
- Critical thinking skills to evaluate multiple options and recommend best approaches
- Strong attention to detail in reviewing account details, coverage terms, and documentation
- Experience making sound decisions with incomplete information
- Proficiency in MS Office Suite (Windows, Word, Outlook)
- Experience navigating multiple systems simultaneously during customer interactions
- Ability to learn new software, databases, and product information within 90 days
- Strong data entry and comprehensive documentation skill
- Time management and organizational abilities with capacity to manage multiple priorities
- Ability to work independently with minimal supervision
- Flexibility to adapt to changing priorities, procedures, and business needs
- Openness to coaching, performance feedback, and continuous improvement
- Metrics-driven mindset with focus on outcomes and customer satisfaction
Benefits
- Competitive compensation
- Career development and advancement opportunities
- Casual attire throughout the week
- Friendly, open and team oriented work atmosphere
- Excellent benefits including generous medical, vision, dental and life & disability insurance
- 401(k) plan with a company match
- Eligibility to enroll in up to two HomeServe coverage plans paid for by the company
