HomeServe USA

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Back Office Analyst I

Back Office Analyst I

Job ID 
2017-2589
Job Locations 
US-TN-Chattanooga
Category 
Contact Center Operations

More information about this job

Overview

Company Information

 

HomeServe USA, ranked as a 2016 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!

 

 

Position Overview

 

 The Back Office Analyst I will be responsible for processing customer requests (enrollments, cancellations, correspondence, inquiries, billing resolutions, etc) to meet business objectives.

 

Responsibilities

 

 Process enrollment forms for all products and services in a timely manner.

  • Use and maintain MS Excel worksheets to track productivity and completion of assigned projects and tasks.
  • Document customer profiles with proper CMS notation.
  • Manage and process requests that are submitted from call center reps for manual service agreements, terms and conditions and other forms of proof of coverage.
  • Update current customer profiles per customer requests (email, postal, etc)
  • Contact Customers to obtain missing information in order to fulfill customer requests (enrollments, cancellations, upgrades, refunds, etc).
  • Maintain spreadsheets and perform mail merges in order to print and mail letters/documents to customers.
  • Process customer correspondence.
  • Respond to Chargeback Disputes to credit card company/bank as well as documenting customer accounts accordingly.
  • Manual processing of systematic procedures that fail such as failing payments, web enrollments, reclogging payments, etc.
  • Meet all Productivity, Quality, and Efficiency standards set forth by leadership.
  • Analyze work assigned and report opportunities.
  • Maintain department Quality and Handle Time SLA’s.
  • Other duties and special projects as needed.

 

 

Qualifications/Skills

 High School diploma; some college coursework preferred.

  • Must be able to build and maintain professional relationships during a highly stressful and fast paced environment.
  • Must demonstrate strong communication/negotiation skills both verbally and written.
  • Feel comfortable working in an autonomous environment where you are expected to resolve customer’s issues on your own.
  • Ability to type 30+ wpm.
  • Skilled at obtaining and using proper HomeServe mail codes for coverage enrollments is a plus.
  • Great organizational and time management skills.
  • Proficiency working with Microsoft Office tools (Excel, Word, Outlook) ◦ Administrative tasks are a key importance in this role.
  • Ability to think logically when working on customer accounts.
  • Critical thinking and analytical skills are required to perform daily tasks.

 

 

 

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

 

HomeServe USA is an affirmative action / equal opportunity employer.