OTP Tier I

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 Office of the President Tier I is responsible for addressing internal escalations, working in a highly responsive manner, proactively identifying the root cause and providing recommendations for resolution to prevent similar issues from reoccurring.  The Tier 1 Customer Advocate will be the main contact for customers in reviewing escalations and working towards satisfactory resolutions.

Real-time insights received from customers via various surveying efforts will also be supported in the Customer Advocate role.  Due to the nature of these channels it is imperative that timely responses are provided to the customers as well as key stakeholders in order to de-escalate highly visible commentary.

Thorough research, delivering timely and detailed responses to complaints and ensuring a quality, consistent and fair outcome to customers, is imperative. The role will require extensive written reporting, complaint analysis and summary templates to provide additional root cause and insight to the key business stakeholders in a manner that enhances the reputation of HomeServe.  Exceptional written and verbal communication skills is a must, as is critical and creative thinking.

Responsibilities:

• Responsible for all tasks associated with mid-level (internal escalation) complaint handling including receiving, investigating, resolving, replying and reporting.
• Handle internal facing survey feedback, educating and verifying coverage details to customers in accordance with company Terms & Conditions.
• Work with multiple departments at all levels, throughout the company to gather all pertinent information in order to resolve customer concerns in a timely manner.
• Stay current on affinity partners product & service options, terms & conditions, and system knowledge.
• Manage customer experience by setting expectations and providing timely updates.
• Build excellent customer and contractor relationships during every interaction.
• Autonomously interpret company policy and use good judgment when handling difficult situations, while following outlined procedures ensuring the customer is at the heart of each case handled.
• Use good judgment and rationale to independently make decisions that affect the customer experience and commit HomeServe financial resources.
• Review and process requests for refunds & redress in accordance with product terms and conditions.
• Document all customer interactions and provide a detailed account of all actions taken throughout the complaints management process, in respective systems.
• Prepare verbal and written responses to customers and internal partners within allotted time frames.
• Track and report key metric indicators to all levels of the company.

Essential Functions:

Job Requirements:

• College degree and 1 year of experience in customer service or 5 years of complaint handling experience
• Must demonstrate the following traits:
  • Courage – to raise issues and address them
  • Persistence – to never let a customer fall through the cracks
  • Integrity – handle all situations with the utmost integrity, representing both HomeServe and yourself.
  • Curiosity – constant desire to learn and always question
• Exceptional communications skills (both verbal and written) in English. Bilingual skills are a plus.
• Must be decisive and willing to make bold decisions to do what's right for our customers
• Must be able to build and maintain professional relationships in a highly stressful and fast paced environment
• Feel comfortable working in an autonomous environment where you are expected to resolve customer issues on your own
• Ability to multi-task, prioritize deliverables and meet deadlines in a fast-paced environment
• Good interpersonal, influencing and team building skills
• Proficient with computer applications including Word, Excel, Outlook and PowerPoint
• Must be able to work Monday- Friday; shifts vary between the hours of 8:00 AM and 8:00 PM as well as flexibility to work a later shift or on weekends based on business needs.
• Overtime may be required of position during peak periods
• Proven excellent time management, prioritization, and communications skills
• Must submit examples of written response to customer complaints
• Must pass written exam

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.

HomeServe USA is an equal opportunity employer.

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