HomeServe USA

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Deployment Specialist

Deployment Specialist

Job ID 
2017-2556
Job Locations 
US-TN-Chattanooga
Category 
Contact Center Operations

More information about this job

Overview

The Contractor Management Deployment Specialist is crucial to achieving customer service goals and metrics - ensuring that customers receive fast response and quality service to resolve their home emergency. Primary responsibilities include assigning service requests to the best HomeServe network contractor possible taking into consideration geography, trade category, contractor rankings, customer account status, and claims history.  Where a network contractor is unavailable the Deployment Specialist works to quickly identify, qualify, and recruit an emergency non-network contractor.

Responsibilities

  • Handle a high volume of service requests awaiting deployment
  • Ensure and verify accuracy of job creation, job coding, and job details
  • Use available tools and logic to accurately deploy jobs to the best possible contractor
  • Prioritize tasks to deploy jobs based on job aging and urgency levels
  • Proactively communicate with customers to advise of claim status to meet KPI’s
  • Build excellent customer and contractor relationships during every interaction
  • Assist in managing Work-in-Progress through job life cycle from creation to deployed
  • Use internal tools and internet resources to locate Emergency Recruit Contractors when needed and communicate findings to the recruitment team to fill gaps in the existing network

Qualifications/Skills

  • High school diploma or GED
  • At least 1 year of experience in Repair Management or equivalent and demonstrates a good working knowledge of the Repair Management processes
  • Detail oriented and shows strong data entry and documentation skills
  • Great organizational and time management skills
  • Self-driven individual with great organizational and time management skills with the ability to thrive in a fast paced environment
  • Strong written and verbal communication skills
  • Ability to work under the pressure of a steady workload
  • Strong customer service track record
  • Proficient PC skills including Microsoft Office tools (Excel, Word, Outlook), as well as internet search skills
  • Must have shift flexibility and be able to work 5 – 8 hour shifts or 4 – 10 hour shifts, and the possibility of working evenings and weekends
  • Ability to work OT during peak demand