About the Organization
Oncourse Home Solutions, also operated as American Water Resources, is a trusted home protection provider helping homeowners across the country protect what matters most. The company is a $500 million organization backed by private equity firm Apax Partners, serving 2 million customers across 48 states. Oncourse partners with 25+ utilities and municipalities (and growing) to deliver customized solutions tailored to each community.
The team supports homeowners in protecting essential home systems including HVAC, appliances, electrical, water, sewer, gas lines, and more, helping reduce the stress and financial impact of unexpected repairs.
Oncourse emphasizes a people-first culture with SUPERs: Successful, United, Progressive, Empathetic, and Reliable. The company invests in employees through competitive benefits, an inclusive culture, and employee-led resource groups that strengthen connection, community, and belonging.
As an equal opportunity employer, Oncourse Home Solutions bases employment decisions 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 protected basis under applicable federal, state, or local law. The organization is committed to recruiting and retaining talented applicants and maintaining a workplace free from discrimination and/or harassment.
Position Summary
The Talent Acquisition Partner supports full-cycle hiring for the Contact Center and Field Operations organizations. The role recruits field service technicians, customer service and claims agents, and the frontline supervisors and managers who lead them.
This position is the primary owner of hiring for these roles and partners with Talent Acquisition leadership and field operations and contact center leadership on workforce planning, hiring strategy, and internal mobility. The role also serves as a backup Talent Acquisition Partner as needed for professional level positions outside of Contact Center and Field Operations.
This role is located at the company office in Naperville, IL. A regular in-office hybrid schedule 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 when business needs require support for professional level roles outside of Contact Center and Field Operations.
- 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.
- Build working knowledge of Oncourse Home Solutions field operations, including service lines, geographic markets, seasonality, and critical skill profiles.
- Partner 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 to support surge and seasonal hiring needs.
- Own the internal pipeline from field workforce into frontline management. Partner with Learning & 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 the Oncourse 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 Qualifications
- 4+ years of full-cycle recruiting experience, with at least 3 years in high-volume contact center or field technician hiring.
- Technical, trades, or home services hiring is a strong plus.
- Demonstrated experience hiring both individual contributors and first-line leaders (supervisors, managers).
- Proven track record tied to time-to-fill, retention, and quality-of-hire metrics, not only requisition closure.
- Experience partnering with external staffing partners (agencies), including SLAs and performance governance.
- Strong sourcing capabilities 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 capability with recruiting automation, text recruiting, candidate self-scheduling, or recruiting CRM tools.
- Experience partnering with leaders on workforce planning and headcount forecasting.
- Ability to operate independently in a fast-paced environment while managing multiple requisitions across job families and regions.
- Outstanding 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.
Preferred Qualifications
- At least 5 years of experience managing all phases of recruitment, particularly in a high-volume customer service or sales environment.
- Successful track record achieving time-to-fill goals with a high probability of retention.
- Strong sourcing capability and ability to partner with HR Business Partners 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, including prioritizing tasks, organizing large volumes of work, and working independently.
- Proven organizational skills to manage 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.
