Overview
HomeServe USA, ranked as a 2017 Top Work Place, provides emergency repair plans which are like roadside assistance for your home. Our vision is to become the top-of-mind solution for consumers when something goes wrong in their home. Our incredible growth is fueled by a dynamic team who values collaboration, innovation and delivering exceptional customer service, all while working in a fun and friendly environment. HomeServe USA is part of a global organization that serves millions of customers in the US, UK, France, Italy and Spain. Come see why you should work for HomeServe USA!
Responsibilities
Position Overview
The Repair Management Coordinator is responsible for providing world class customer service on all inbound warranty claims calls. Tasks include assessing claims, troubleshooting, advising customers whether or not they are covered by our warranty, communicating ongoing actions, and deploying contractors in a manner that enhances the reputation of Home Serve, 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 the US 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.
- Use good judgment and guidelines when handling difficult situations.
- Assist in retaining the customer base and contract renewals by providing exceptional customer service during every contact.
- Build excellent customer relationships during every interaction.
- Data entry to include contractor invoices, general customer account information and actions taken during customer calls.
- Provide feedback to management regarding customer comments as a basis to develop ideas for improved services, processes and procedures.
- Participate in the holiday on-call rotation schedule as required.
- Follow established processed and guidelines in making coverage and denial decisions.
- Once proficient in Repair Management, position may require training in Inbound sales based on business need.
Qualifications
Job Requirements:
- High school diploma or equivalent
- Experience working in a call center environment preferred
- Computer literate including Outlook and Word
- At least 2 years of experience in a customer service role preferred
- Must be able to work between the hours of 6am – 12am- Monday- Sunday
- Must be able to work 40 hours per week, including Saturdays or Sundays and overtime as business requires
- 3rd shift availability may be necessary based on business need.
- Knowledge of home repairs processes and terminology is desired
- Excellent verbal and written communication skills
- Well organized, with good attention to detail
- Good judgment and problem-solving skills
- Flexible, proactive, and self-motivated
- Be available on an on call – 24/7 basis is a plus
In return we offer
- Competitive compensation
- Career development and advancement opportunities
- Business-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