HomeServe USA

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Repair Management Supervisor

Repair Management Supervisor

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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!


Position Overview:

Supervise a group of RM Coordinators taking inbound warranty claims calls. The RM Supervisor will also be responsible for interviewing applicants, motivating a team to reach/exceed goals, reporting, and disciplinary action.


Detailed Responsibilities:

  • Provide consistent coaching and development to staff including, but not limited to, ongoing training, quality monitoring, delivering disciplinary actions, and delivering employee performance evaluations.
  • Ensure that all agents are meeting statistical targets and provide action plans for those that fall below expectations.
  • Manage call quality and agent goals as well as staffing, scheduling and daily tasks.
  • Provide program and agent performance reporting as required, including statistical analysis and reporting.
  • Coordinate issue resolution for all levels of escalated issues including those identified by the client, customers, and management, the field, and clients.
  • Make recommendations to management regarding the development of policies and procedures; identify and implement processing efficiencies.
  • Represent the organization in various meetings with the client and management team. Ensures that the actions of the group are met and are in line with client goals.
  • Managing employee time cards and pay for full time and temporary agents, including managing the attendance policy.


Job Requirements:

  • AAS Degree (BA/BS preferred) and a minimum of 3 years relevant call center experience or the equivalent combination of education and experience.
  • Minimum of 3-5 years of previous supervisor experience in a call center environment preferred
  • Demonstrated success handling customers and calls at an escalated level.
  • Previous claims and / or case handling experience is desirable.
  • Demonstrated business communications skills including, but not limited to, preparing reports, speaking before groups of people, negotiations.
  • Outstanding verbal and written skills.
  • Good interpersonal, influencing and team building skills
  • Strong time management and organizational skills, including attention to details
  • Proficient with computer applications including Word, Excel, Outlook and PowerPoint
  • Ability to multi-task, prioritize deliverables and meet deadlines in a fast-paced environment
  • 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
  • 3rd shift availability may be necessary based on business need.

Desired Skills:


  • 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 


HomeServeUSA is an equal opportunity employer.