Oncourse Home Solutions
Supervisor - Care and Claims
Oncourse Home Solutions, Naperville, Illinois, United States, 60564
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Supervisor - Care and Claims
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Oncourse Home Solutions . 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 serve 1.9+ million customers across the U.S. with a mission to create lasting value by helping homeowners navigate the unexpected, reduce costs, and enjoy homeownership. We are committed to fostering a diverse, respectful, and supportive workplace for employees, customers, and partners. Position Summary
The Supervisor, Care/Claims focuses on driving improved operational and agent Care/Claims performance across digital and phone touchpoints. Responsibilities include monitoring and executing key KPIs (AHT, FCR), CSAT, QA, and cross-selling. The role includes mentoring and training the Care/Claims team, fostering an innovation-driven, continuous-improvement, high-performance culture, and partnering with customers, clients, and front-line employees to identify and solve improvement opportunities. This role also collaborates with HR and Legal on direct employee matters and executes our customer service strategy through live customer contact. Located in Naperville, the office environment supports our culture, with a regular in-office hybrid model (T-TH in office; M & F remote). Responsibilities Include But Are Not Limited To Achieve Care/Claims KPI’s, Quality Success Metrics and Sales Performance results daily, weekly and monthly.
Demonstrate customer service experience including supervisory responsibility and knowledge of contact center technologies (e.g., KMS, WFM, QA, CRM).
Create and implement care strategies to improve agent efficiency and deliver higher quality customer service.
Track sales (Cross-Sell) performance metrics, analyze data, and adjust strategies to meet targets.
Collaborate across departments to align strategies with business objectives.
Maintain relationships with external vendors to ensure alignment on day-to-day performance and initiatives; monitor vendor KPIs and provide feedback for improvements.
Act as a liaison between internal teams and leadership with clear communication of goals and quotas.
Ensure TEAM compliance with company policies and industry regulations.
Collaborate with team members to identify strengths and areas for improvement and establish personalized development plans.
Foster continuous improvement through workshops, training, and knowledge sharing; implement recognition programs to motivate staff.
Build positive relationships with direct reports to deliver exceptional customer service.
Experience and Qualifications Minimum 3 (ideally 3–5) years of progressive leadership experience in a home warranty, insurance, or service-based contact center with direct claims or customer care operations responsibility.
Strong leadership skills with the ability to coach, motivate, and develop high-performing teams; recognize performance and address issues promptly.
Direct experience leading a team of ~9 employees in home warranty claims, service requests, and coverage inquiries.
Excellent communication and interpersonal skills, including handling escalations, disputes, contractor concerns, and service delays.
Ability to work cross-functionally to resolve issues and drive satisfaction.
Experience leading omni-channel contact center teams (voice, chat, email, digital platforms).
Experience analyzing operational, claims, and customer experience data (KPIs, CSAT, QA, AHT, FCR) to drive quality improvements.
Strong data-driven decision-making and analytical skills to interpret metrics and guide performance.
Experience managing performance targets tied to claims throughput, service timeliness, first-contact resolution, and customer outcomes.
Proven track record of achieving service-level, claims resolution, and customer satisfaction goals in home warranty or service-contract environments.
Experience leading process optimization to improve scalability, efficiency, and consistency in claims handling.
Ability to adapt operational strategies to market conditions and demand fluctuations; manage service request intake and claim fulfillment across partners and vendors.
Experience in fast-paced, high-volume service environments with complex products and coverage offerings.
Strong organizational and problem-solving skills, with the ability to prioritize competing needs.
Willingness to travel up to 10% based on business needs.
Cross-selling strategy experience; experience with reducing Time to Resolution (TTR) and managing Tier 1 vs. Tier 2 agent specialization.
Process optimization to reduce AHT, escalations, and customer dissatisfaction.
Computer Skills Experience with Microsoft O365.
KMS, WFM, QA Platform and CRM (e.g., Salesforce).
Education Associates Degree in Business Administration, Operations Management or equivalent experience.
Certificates, Licenses, Registrations N/A
We offer a comprehensive total rewards package that includes a competitive base salary and benefits. The base pay range for this position is $61,030 - $92,500 USD yearly, with potential for an annual performance-based bonus or incentive plan depending on qualifications and location. Benefits include healthcare, life insurance, paid time off, retirement, commuter benefits, and education reimbursement. Join Our SUPER Team and Benefits Competitive compensation tied to performance.
Comprehensive health coverage (medical, dental, vision) plus disability coverage.
401(k) with company match.
Generous paid time off and education assistance.
Flexible spending accounts (FSA/HSA) and wellness resources.
Engaging company culture with townhalls, recognition programs, and employee groups.
Seniority level
Mid-Senior level Employment type
Full-time Job function
Finance and Sales Industries
Consumer Services
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Supervisor - Care and Claims
role at
Oncourse Home Solutions . 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 serve 1.9+ million customers across the U.S. with a mission to create lasting value by helping homeowners navigate the unexpected, reduce costs, and enjoy homeownership. We are committed to fostering a diverse, respectful, and supportive workplace for employees, customers, and partners. Position Summary
The Supervisor, Care/Claims focuses on driving improved operational and agent Care/Claims performance across digital and phone touchpoints. Responsibilities include monitoring and executing key KPIs (AHT, FCR), CSAT, QA, and cross-selling. The role includes mentoring and training the Care/Claims team, fostering an innovation-driven, continuous-improvement, high-performance culture, and partnering with customers, clients, and front-line employees to identify and solve improvement opportunities. This role also collaborates with HR and Legal on direct employee matters and executes our customer service strategy through live customer contact. Located in Naperville, the office environment supports our culture, with a regular in-office hybrid model (T-TH in office; M & F remote). Responsibilities Include But Are Not Limited To Achieve Care/Claims KPI’s, Quality Success Metrics and Sales Performance results daily, weekly and monthly.
Demonstrate customer service experience including supervisory responsibility and knowledge of contact center technologies (e.g., KMS, WFM, QA, CRM).
Create and implement care strategies to improve agent efficiency and deliver higher quality customer service.
Track sales (Cross-Sell) performance metrics, analyze data, and adjust strategies to meet targets.
Collaborate across departments to align strategies with business objectives.
Maintain relationships with external vendors to ensure alignment on day-to-day performance and initiatives; monitor vendor KPIs and provide feedback for improvements.
Act as a liaison between internal teams and leadership with clear communication of goals and quotas.
Ensure TEAM compliance with company policies and industry regulations.
Collaborate with team members to identify strengths and areas for improvement and establish personalized development plans.
Foster continuous improvement through workshops, training, and knowledge sharing; implement recognition programs to motivate staff.
Build positive relationships with direct reports to deliver exceptional customer service.
Experience and Qualifications Minimum 3 (ideally 3–5) years of progressive leadership experience in a home warranty, insurance, or service-based contact center with direct claims or customer care operations responsibility.
Strong leadership skills with the ability to coach, motivate, and develop high-performing teams; recognize performance and address issues promptly.
Direct experience leading a team of ~9 employees in home warranty claims, service requests, and coverage inquiries.
Excellent communication and interpersonal skills, including handling escalations, disputes, contractor concerns, and service delays.
Ability to work cross-functionally to resolve issues and drive satisfaction.
Experience leading omni-channel contact center teams (voice, chat, email, digital platforms).
Experience analyzing operational, claims, and customer experience data (KPIs, CSAT, QA, AHT, FCR) to drive quality improvements.
Strong data-driven decision-making and analytical skills to interpret metrics and guide performance.
Experience managing performance targets tied to claims throughput, service timeliness, first-contact resolution, and customer outcomes.
Proven track record of achieving service-level, claims resolution, and customer satisfaction goals in home warranty or service-contract environments.
Experience leading process optimization to improve scalability, efficiency, and consistency in claims handling.
Ability to adapt operational strategies to market conditions and demand fluctuations; manage service request intake and claim fulfillment across partners and vendors.
Experience in fast-paced, high-volume service environments with complex products and coverage offerings.
Strong organizational and problem-solving skills, with the ability to prioritize competing needs.
Willingness to travel up to 10% based on business needs.
Cross-selling strategy experience; experience with reducing Time to Resolution (TTR) and managing Tier 1 vs. Tier 2 agent specialization.
Process optimization to reduce AHT, escalations, and customer dissatisfaction.
Computer Skills Experience with Microsoft O365.
KMS, WFM, QA Platform and CRM (e.g., Salesforce).
Education Associates Degree in Business Administration, Operations Management or equivalent experience.
Certificates, Licenses, Registrations N/A
We offer a comprehensive total rewards package that includes a competitive base salary and benefits. The base pay range for this position is $61,030 - $92,500 USD yearly, with potential for an annual performance-based bonus or incentive plan depending on qualifications and location. Benefits include healthcare, life insurance, paid time off, retirement, commuter benefits, and education reimbursement. Join Our SUPER Team and Benefits Competitive compensation tied to performance.
Comprehensive health coverage (medical, dental, vision) plus disability coverage.
401(k) with company match.
Generous paid time off and education assistance.
Flexible spending accounts (FSA/HSA) and wellness resources.
Engaging company culture with townhalls, recognition programs, and employee groups.
Seniority level
Mid-Senior level Employment type
Full-time Job function
Finance and Sales Industries
Consumer Services
#J-18808-Ljbffr