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Oncourse Home Solutions · 1 day ago

Supervisor - Care and Claims

Naperville, IL

Full-time

Hybrid

Mid, Senior Level

$61K/yr - $92K/yr

3+ years exp

Oncourse Home Solutions is a people-centric organization focused on providing home warranty solutions to its customers. The Supervisor, Care/Claims role is responsible for driving operational performance, mentoring the team, and executing customer service strategies through both digital and phone interactions.

Heating Ventilation and Air Conditioning (HVAC)Home ImprovementHome Services

Responsibilities

Achieve Care/Claims KPI’s, Quality Success Metrics and Sales Performance results daily, weekly and monthly

Demonstrate customer service experience including supervisory responsibility, strategy aligned decision making and a thorough understanding of contact center technologies (i.e. KMS, WFM, QA, CRM)

Create and implement care strategies tailored towards improving agent efficiency and driving a higher quality Customer

Track sales (Cross-Sell) performance metrics, analyze data, and adjust strategies as needed to meet targets

Work effectively across departments to align strategies with overall business objectives

Establish and maintain strong relationships with external vendors to ensure alignment on day-to-day performance and strategic initiatives as assigned

Monitor and evaluate vendor performance against established KPIs, providing feedback and recommendations on how to improve sales performance

Act as a key liaison between internal teams and leadership, ensuring clear communication of goals, expectations and timebound quotas

Ensure TEAM compliance with company policies and industry regulations

Collaborate with team members to identify strengths and areas for improvement

Establish personalized development plans to support career advancement

Encourage a culture of continuous improvement by organizing workshops, training sessions, and knowledge sharing initiatives that keep the team engaged and informed

Implement recognition programs to celebrate individual and team achievements, motivating staff to reach their full potential

Build relationships with direct reports to foster a positive and professional work environment that focuses on providing exceptional customer service

Qualification

Customer service strategyContact center technologiesData analysis skillsLeadership experienceCross-selling strategyProcess optimizationKPI monitoringTeam buildingCommunicationInterpersonal skillsProblem-solving skillsOrganizational skills

Required

Minimum 3 (ideally 3–5) years of progressive leadership experience in a home warranty, insurance, or service-based contact center, with direct responsibility for claims or customer care operations

Strong leadership skills with a proven ability to coach, motivate, and develop high-performing teams, including recognizing excellent performance and addressing issues promptly

Direct experience successfully leading and managing a team of ~9 employees supporting home warranty claims, service requests, and coverage inquiries

Excellent communication and interpersonal skills, with experience handling customer escalations, coverage disputes, contractor concerns, and service delays

Ability to work cross-functionally to resolve issues and drive customer satisfaction

Experience leading contact center teams in an omni-channel environment (voice, chat, email, digital platforms)

Demonstrated ability to analyze operational, claims, and customer experience data (KPIs, CSAT, QA, AHT, FCR) to drive service quality and improvements

Strong data-driven decision-making and analytical skills to interpret operational and claims metrics and guide performance improvements

Experience managing performance targets tied to claims throughput, service timeliness, first-contact resolution, and overall customer experience outcomes

Proven hands-on experience achieving service-level, claims resolution, and customer satisfaction goals in a home warranty or service-contract environment

Demonstrated success leading process optimization initiatives to improve scalability, efficiency, and consistency in claims handling

Ability to adjust operational strategies in response to market conditions, demand shifts, and customer volume fluctuations

Proven ability to manage and improve service request intake and claim fulfillment rates across multiple partners and vendors

Experience working in a fast-paced, high-volume service environment with complex products and coverage offerings

Strong organizational and problem-solving skills, with the ability to prioritize competing operational needs

Willingness and ability to travel up to 10% based on business needs

Cross-selling strategy experience

Reducing Time to Resolution (TTR)

Agent specialization strategy (Tier 1 vs. Tier 2)

Process optimization to reduce AHT, escalations, and customer dissatisfaction

Experience working with tools such as Microsoft O365

KMS, WFM, QA Platform and CRM (i.e. Salesforce)

Associates Degree in Business Administration, Operations Management OR equivalent experience

Benefits

Healthcare

Life insurance

Paid time off

Retirement

Commuter benefits

Education reimbursement

Competitive Compensation: We value your hard work and are proud of our competitive pay for performance philosophy.

Comprehensive Health Coverage: Medical, dental, and vision insurance options, plus paid short-term and long-term disability coverage.

401(k) Plan with 4% Company Match: Secure your future with our robust retirement plan.

Generous Paid Time Off: Take the time you need to recharge and relax.

Education Assistance Program: Invest in your growth and development with our support.

FSA/HSA Options: Flexible spending and health savings accounts to manage your transportation and dependent care expenses.

Employee Wellness: Access to EAP, health, legal, and financial resources to support your overall well-being.

Vibrant Company Culture: Monthly Townhalls, employee recognition programs, and Employee Business Resource Groups (EBRGs) to keep you engaged and connected.