HomeServe USA

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Partner Operations Analyst

Partner Operations Analyst

Job ID 
2017-2600
Job Locations 
US-TN-Chattanooga
US-CT-Norwalk
Category 
Operations

More information about this job

Overview

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!

 

This role is designed to support the Operations department in identifying and delivering overall improvements to all phases of the customer experience. The Partner Operations Analyst works within the team which offers further assistance to our Affinity Partners and Contact Center group. This role also focuses on identifying areas of improvement in the revenue cycle, and improving Affinity Partner and customer related business processes.

Responsibilities

  • Serve as the SME for assigned Affinity Partners where you are recommending and driving process improvements to impact customer experience and operational metrics.
  • Identify areas of inconsistency, duplication of process, poor customer experience, & systematic errors.
  • Analyze data and provide corrective solutions when needed.
  • Prioritize attention to those identified improvements by level of impact to Affinity Partners and customers.
  • Communicate effectively and at a high level with Ops Team, other functional departments and Affinity Partners.
  • Make customer focused decisions that take risk / control issues into account.
  • Support other departments involved in specified process improvement initiatives.
  • Monitor day to day system rejections on front-end operating system; quality control, research and resolve issues to improve customer lifecycle for the company’s operating system. (I.e. enrollment failure, customer payment, customer data corruption, etc.)
  • Communicate and work directly with Affinity Partners to review customer information, customer enrollments, payments, rejected data and operational improvements.
  • Communicate with Contact Center to address any customer related issues, services calls, or systematic errors on front-end operating system.
  • Generating and analyzing weekly & monthly reports for the Operations Team.
  • Provide technical / environmental support to the UAT & Regression testing teams in support of the standardized testing and release process.

Qualifications/Skills

  • Bachelor’s degree in related field and a minimum of 3-4 years of similar professional experience.
  • Demonstrate a customer focused approach to supporting and administering accurate business decisions.
  • Experience within a commercial Operations environment and driving operational improvements.
  • Excellent interpersonal, communication, and client presentation skills.
  • Ability to work closely with key internal and external stakeholders.
  • A methodical approach with strong analytical and documentation skills.
  • Proven experience with troubleshooting principles, methodologies, and issue resolution techniques.
  • Great multi-tasking skills and ability to multi-task across various departments.
  • Ability to understand clients business and workflows and propose/drive recommendations for improvements
  • Mid-level Microsoft Office experience.
  • Microsoft Outlook experience is a must.

 

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.