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 2 million customers across 43 states. We partner with 25+ 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.â¯
Position Summary
Reporting to the Manager, Care Claims, the Care Claims Performance Lead – Contact Center is a member of the Contact Center Operations team responsible for supporting the day-to-day management of external third-party partner/care claims/outsourcing call center relationships with assigned care claims partner(s). This role supports the customer experience strategy across training, quality of service, customer satisfaction, sales and customer retention performance, service delivery, and continuous improvement initiatives.
The Care Claims Performance Lead partners with the OHS management team and Operations leadership to monitor care claims partner performance, tracking quantitative and qualitative measures against selected Service Level Agreements (SLAs) in line with contract terms for all assigned care claims partner(s). This role helps coordinate and prepare regular business reviews with assigned care claims partner(s), supporting discussions on call center/care claims performance reporting, SLAs, deliverables, sales and customer retention performance, compliance requirements, and other contract expectations. The Lead helps ensure customer experience targets are met.
This position is based in our Chicagoland office of Naperville IL. Our office environment is a key driver of our company culture and employee experience, so a regular in-office model is required.
Responsibilities include but are not limited to:
We're Excited if this is You!
Experience and Qualifications of the Role:
Education:
Computer Skills Needed to Perform this Job:
Proficiency in Microsoft O365
Proficiency in Microsoft and Google Suites
Salesforce
Amazon connect
We offer a compelling total rewards package that includes a competitive base salary and comprehensive benefits to support your total wellbeing. â¯The base pay range for this position is $24.51 - $34.26 USD Hourly. The specific pay offered will depend on qualifications, experience, education and skill set. The compensation offered may also include an annual performance-based bonus, sales incentive plan or commission target.
Our benefits include, but are not limited to, healthcare, life insurance, paid time off, retirement, commuter benefits, and education reimbursement. Exact compensation may vary based on skills, experience, and location.
Join our SUPER Team and Enjoy Amazing Benefits!
Competencies:
Business Acumen - Knows how businesses work; knowledgeable in current and possible future policies, practices, trends, and information affecting his/her business and organization; knows the competition; is aware of how strategies and tactics work in the marketplace.
Action Oriented - Enjoys working hard; is action oriented and full of energy for the things that he/she sees as challenging; not fearful of acting with a minimum of planning; seizes more opportunities than others.
Communicate effectively - Is able to clearly and succinctly communicate verbally and in writing in a variety of settings and styles; can get messages across that have the desired effect.
Decision Quality - Makes good decisions (without considering how much time it takes) based upon a mixture of analysis, wisdom, experience, and judgment; most of his/her solutions and suggestions turn out to be correct and accurate when judged over time; sought out by others for advice and solutions.
Integrity and Trust - Is widely trusted; is seen as a direct, truthful individual; can present the unvarnished truth in an appropriate and helpful manner; keeps confidences; admits mistakes; doesn't misrepresent him/herself for personal gain.