Customer Repair Coordinator - Training to Start 6/23

We are looking for agents who can start training on June 23rd

HomeServe USA, a Brookfield Infrastructure Group portfolio company, is a Great Place to Work, and while we’re biased, we’re not just saying that. We’re proud to have been certified as a Great place to Work the last five years. What does HomeServe do and what makes it so great? Well, we’re glad you asked! 

We put people at the heart of everything we do. That’s priority number one for all of us. For the nearly 5 million customers we serve, that means being there when they have an emergency home repair need, such as getting their a/c working, clearing their clogged pipes, or fixing broken electrical systems. With over 1,300 municipal and utility partners, that means providing their customers with access to affordable home repair plans, making it easier, faster and less expensive to have their home repair needs met. And for the more than 1,500 people working alongside us, it means fostering a rewarding, inclusive and challenging career experience that we think is second to none. At HomeServe, everyone is welcome. We know that having diverse teams has a positive impact on our work and ultimately helps us better serve our customers. 

No matter your role at HomeServe, you’re part of a growing team that’s working to make home repairs and improvements easy.  

Position Overview:  

The Repair Management Coordinator provides world-class customer service on first notice of loss calls (FNOLC). Tasks include assessing claims, troubleshooting, advising customers whether they are covered by our warranty, communicating ongoing actions, and deploying contractors in a manner that enhances the reputation of HomeServe, Repair Management. 

Responsibilities: 

• Handle a high volume of customer claims calls and verify coverage in accordance with our guaranteed standards of service and contract coverage. 

• Work with customers throughout North America in a call center environment to troubleshoot and isolate problems. 

• Write and respond to customer and contractor correspondence and interoffice communications in a professional and concise manner. 

• Build excellent customer relations and use good judgment in dealing with our customers in all situations. 

• Assist in retaining the customer base and contract renewals by providing exceptional customer service during every contact. 

• Data entry to include general customer account information and actions taken during customer calls. 

• Provide feedback to management regarding customer comments to develop ideas for improved services, processes, and procedures. 

• Follow established processes and guidelines in making covered and not covered decisions. 

• Once proficient in Repair Management, the position may require training in other departments based on business need. 

Essential Functions: 

Job Requirements: 

• High school diploma or equivalent 

• Experience working in a call center environment preferred 

• Computer literate including MS Office or equivalent  

• Experience in a customer service role preferred 

• Must be able to work a flexible schedule on a 24/7 timeline (hours of operation are 7 days a week from 6am – 12:00 midnight; including weekends and holidays; some overtime may be required as business dictates) 

• Knowledge of home repairs processes and terminology is a plus 

• Excellent verbal and written communication skills 

• Well organized, with good attention to detail 

• Good judgment and problem-solving skills 

• Flexible, proactive, and self-motivated 

In return, we offer:

• Competitive compensation
• Career development and advancement opportunities
• Casual attire throughout the week
• Friendly, open and team oriented work atmosphere
• Excellent benefits including generous medical, vision, dental and life & disability insurance
• 401(k) plan with a company match
• Eligibility to enroll in up to two HomeServe coverage plans paid for by the company

Minimum Physical Requirements:  

The physical demands described represent those that must be met by an employee to successfully perform the essential functions of this position. Reasonable accommodations may be made to enable individuals with disabilities to perform the functions of the position for which they work. While performing the duties of this position, the employee is regularly required to listen, talk and hear. The employee frequently is required to use hands or fingers, handle or feel objects, tools, or controls while executing tasks like working on a computer or talking on the telephone. The employee is occasionally required to stand, walk, sit; and reach with hands and arms. The employee must occasionally lift and/or move up to 15 pounds. Specific vision abilities required by this position include close vision, distance vision, and the ability to adjust focus. The noise level in the work environment is usually moderate to low. 

This job description is intended to provide guidelines for job expectations and the employee's ability to perform the position described. It is not intended to be construed as an exhaustive list of all functions, responsibilities, skills, and abilities. Additional functions and requirements may be assigned by supervisors as deemed appropriate.   

HomeServe USA is an equal opportunity employer. 

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