Customer Support Representative (Home Warranty)

No customer support experience required. We train everything.

We don't hire resumes. We hire people who are careful, who sound genuinely warm on the phone, who take coaching well, and who can hold four things at once without dropping any of them. If that's you, you can learn home warranty in weeks — and we'll teach you.

About Guard Home Warranty

We're a Warrenville-based home warranty company protecting homeowners in 49 states. Homeowners choose their own licensed contractor and pay no service fee unless their claim is approved — fast, transparent service is the whole promise.

We're small and growing fast, and it feels like it. There's real energy in the office, people like each other, and the work is genuinely fun most days. It is also a lot of work. On a team this size there is nowhere to hide — everybody's contribution is visible, which is great when you're doing well and obvious when you're not. People looking to coast are miserable here. People who want to matter tend to love it.

This job, honestly

You are the first voice a homeowner hears when they call us. Most of those calls are ordinary — what's covered, when does my policy renew, can you resend my contract, I need to update my payment. Some of them are not. Somebody's air conditioning died in July and they want to know exactly why their policy reads the way it does. You will not always have good news, and you'll need to deliver it clearly and kindly anyway.

Between calls, you keep the record honest: policies entered right the first time, accounts that match reality, follow-ups that actually get followed up. A typo here costs a real person real money. We would rather you be right than fast.

The phone doesn't stop, and the work is detailed. If that sounds satisfying rather than draining, keep reading.

Where this job goes

We're not going to invent a ladder we don't have. What we have is a small company where the person answering the phones ends up understanding coverage, billing, claims, and contracts better than almost anyone here — and we move people toward whatever they turn out to be good at. Some go deeper into claims. Some go toward sales. Some end up running a piece of the operation. Most strong performers move up within 12 to 18 months. Where you land depends on what you're good at, which neither of us knows yet.

What you'll own

• Answering incoming calls and being the person who actually helps
• Questions about coverage, renewals, billing, and cancellations
• Entering and updating policies, and keeping customer records accurate
• Following up with customers on payment and account issues
• Reaching out to customers after a claim to ask how it went
• Sending contracts and documents when homeowners request them
• Keeping a handful of tracking spreadsheets current and correct
• General support and administrative work as it comes up

What gets you hired here

• You catch mistakes — yours and other people's — before they turn into problems
• You sound like someone people want to talk to: warm, clear, unhurried, even on call forty
• You take coaching without taking offense, and you actually change
• You can hold several things at once without losing track of any of them
• You own your mistakes early, instead of hoping nobody notices
• You're fast and confident on a computer — typing, juggling tabs, email, spreadsheets — without thinking about it
• You keep your word. If you say you'll call someone back Tuesday, you call them Tuesday

This job is not for you if

• You want a quiet desk and a predictable inbox
• You'd rather move fast than get it exactly right
• Being told how to do something feels like criticism
• You need to finish one thing before you can start the next
• You'd prefer nobody notice you during a bad week

None of that is a character flaw. It's just not this job, and we'd rather say so now than in month two.

Requirements

• Reliable attendance, Monday–Friday 8:00 AM–5:00 PM, in our Warrenville office
• Comfortable being on the phone for most of the day
• Strong computer fluency — tested during the interview with a short hands-on exercise
• Clear written and spoken communication

Not required: home warranty, insurance, claims, or call-center experience. A degree. We mean it.

Pay and benefits

• $21.00–$23.00 per hour, paid training from day one
• 401(k) with matching
• Health, dental, and vision insurance
• Paid time off

Why we hire this way

We used to hire resumes. It worked about one time in five. So we stopped. Now we hire for how people actually work — careful, coachable, warm on the phone — and we train the rest. That's why the questions below ask about you and not about home warranty. If you've been screened out of jobs before because you didn't have the exact background, apply anyway. That's the whole point.

Our hiring process (so you know exactly what to expect)

1. Two short application questions. 2. A 15-minute video call on Google Meet. 3. A 45-minute interview plus a 30-minute hands-on assessment: a short computer skills test and a walk-through of a real customer scenario. Both the video call and the interview are recorded, so every candidate is evaluated the same way — we will ask for your okay at the start of each. 4. A decision within a few days.

How to apply

Apply on Indeed and answer the two short questions. Take a few minutes on them — they are the whole first round, and we read every one.

Job Type: Full-time

Pay: $21.00 - $23.00 per hour

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Application Question(s):

• This role is fully in-office in Warrenville, IL, Monday–Friday 8:00 AM–5:00 PM. Can you reliably work this schedule? (Yes/No)
• This role is on the phone with customers for most of the day. Are you comfortable with that? (Yes/No)
• The interview includes a 15-minute hands-on computer skills test (typing, email, spreadsheets, web research) and is recorded. Are you comfortable with both? (Yes/No)
• Tell us about a time you caught a mistake — yours or someone else's — before it caused a problem. What was the mistake, and how did you catch it? (2–4 sentences.)
• A customer calls upset about something that isn't your fault and that you can't fix on this call. Write out, word for word, the first three sentences you would say to them. (Begin your answer with the word READY.)

Work Location: In person

Salary : $21 - $23