About the organization
Oncourse Home Solutions, also operated as American Water Resources, is a trusted home protection provider serving homeowners across the country. The organization is backed by private equity firm Apax Partners, and is a $500 million company supporting 2 million customers across 48 states.
Oncourse partners with 25+ utilities and municipalities, delivering customized solutions for each community. The organization helps homeowners protect essential home systems, including HVAC, appliances, electrical, water, sewer, and gas lines, helping reduce the stress and financial impact of unexpected repairs.
At Oncourse, employees are supported through competitive benefits, an inclusive culture, and employee-led resource groups that strengthen connection, community, and belonging. The company also promotes a workplace free from discrimination and/or harassment, with employment decisions based on business needs, job requirements, and individual qualifications.
Position summary
The Talent Acquisition Partner supports the full contact center and field operations hiring motion. This includes recruiting field service technicians, customer service and claims agents, and the frontline supervisors and managers who lead them.
This role owns hiring for these positions and partners with talent acquisition leadership, field operations leadership, and contact center leadership on workforce planning, hiring strategy, and internal mobility. The Talent Acquisition Partner will also serve as a backup Talent Acquisition Partner as needed for professional level roles outside of Contact Center and Field Operations.
This position is located at the Naperville, IL 60563 office. A regular in-office hybrid model is required (generally T-TH in office and M & F remote).
Key responsibilities
- Own full-cycle recruiting across the contact center and field workforce, including service technicians, inside sales and customer service representatives, hourly operations roles, and frontline supervisors and managers.
- Serve as a backup Talent Acquisition Partner for professional level roles outside Contact Center and Field Operations when business needs require.
- Run structured interview and assessment processes for frontline supervisor and manager roles, using behavioral and scenario-based evaluation appropriate for leadership hiring.
- Partner with hiring managers on requisition intake, candidate calibration, offer strategy, and closing.
- Develop working knowledge of OHS field operations, including service lines, geographic markets, seasonality, and critical skill profiles.
- Collaborate with HR Business Partners and contact center and field operations leadership on quarterly workforce planning, demand forecasting, and headcount prioritization.
- Provide market intelligence on compensation, candidate availability, and sourcing landscape by role, region, and job family.
- Build and maintain diverse talent pipelines for high-volume and hard-to-fill field roles using job boards, social media, trade associations, technical schools, military outreach, employee referrals, and community partnerships.
- Represent Oncourse Home Solutions at job fairs, trade events, technical colleges, veteran organizations, and workforce development programs.
- Maintain the preferred vendor list and escalation paths for surge and seasonal hiring needs.
- Own the internal pipeline from field workforce into frontline management, partnering with Learning and Development on career ladder visibility, internal posting protocols, and assessment standards for internal candidates.
- Deliver weekly requisition status and pipeline reports to hiring managers and talent acquisition leadership.
- Own field hiring metrics including time to fill, cost per hire, 90-day retention, offer acceptance rate, and source of hire mix.
- Manage candidate communication and experience throughout the hiring lifecycle; serve as a brand ambassador for field candidates and partner with marketing to tailor messaging for technician and frontline leadership audiences.
- Protect confidential applicant and employee information and follow applicable company policies and hiring requirements.
- Perform other duties and tasks as assigned based on business needs.
Required skill and experience
- 4+ years of full-cycle recruiting experience, with at least 3 years in high-volume contact center or field technician hiring required. Technical, trades, or home services hiring is a strong plus.
- Experience hiring both individual contributors and first-line leaders (supervisors, managers).
- Track record tied to recruiting outcomes such as time-to-fill, retention, and quality-of-hire metrics, not only requisition completion.
- Experience partnering with external staffing partners (agencies), including SLAs and performance governance.
- Strong sourcing capability across job boards, LinkedIn, trade and technical associations, and referral networks.
- Experience running structured interview processes, including behavioral and scenario-based assessment for leadership roles.
- Demonstrated ability with recruiting automation, text recruiting, candidate self-scheduling, or recruiting CRM tools.
- Experience partnering with leaders on workforce planning and headcount forecasting.
- Ability to work independently in a fast-paced environment while managing multiple requisitions across job families and regions.
- Strong communication, diplomacy, and influencing skills across levels, from field candidates to senior leaders.
- Strong attention to detail and the ability to handle sensitive and confidential information with discretion.
Education
- Bachelor’s degree in human resources or a related field, or equivalent work experience strongly preferred.
Computer skills
- Proficiency with Microsoft 365.
- Proficiency with applicant tracking systems and recruiting CRM or related workflow tools.
- Comfort with reporting tools and dashboards for pipeline, source, and metric visibility.
- Comfort leveraging AI technology to scale and deliver results.
Additional experience that is a strong fit
- At least 5 years of experience managing all phases of recruitment, particularly in a high-volume customer service or sales environment.
- A successful track record achieving time-to-fill goals with a high probability of retention.
- Strong sourcing capability and ability to partner with HRBPs and hiring managers to identify staffing requirements that translate into successful hiring.
- Demonstrated ability to work in a self-directed, results-oriented environment at a fast pace, with the ability to prioritize tasks, organize large volume of work, and work independently.
- Proven organizational skills, with the ability to complete multiple tasks under tight deadlines.
- Outstanding communication, presentation, and diplomacy skills.
- Experience with online networking tools such as LinkedIn, including conducting searches on recruitment databases and identifying and accessing new professional networks.
- Demonstrated ability to work in a fast-paced environment and think creatively about sourcing methods.
