HomeServe USA

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Critical Case Specialist

Critical Case Specialist

Job ID 
Job Locations 
Contact Center Operations

More information about this job


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



The Contractor Management Critical Team 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 following up with contractors and customers to ensure Critical and urgent jobs are scheduled and completed within defined service levels, and taking action to get delayed jobs back on track before our customers are negatively impacted.

Additionally the Critical Case agent will deploy jobs to contractors when necessary and coordinate with other departments and the senior leadership team to escalate issues that negatively impact the customer experience.

Detailed Responsibilities:

  • Follow up on jobs at risk of becoming a negative customer experience.
  • Reassign jobs from contractors that are not meeting service levels.
  • Contacting contractors to accept expired jobs.
  • Coordinate with the RM WOW team and CAT teams to ensure escalated cases are followed up on quickly and resolved.
  • Deploy jobs during peak periods or as directed by leadership.
  • Proactively communicate with customers to provide updates on job status.

Build excellent customer and contractor relationships with every interaction




  • High school diploma or GED.
  • 1-2 years of experience in a customer service role.
  • Exceptional organizational, time management, and customer service skills.
  • Self-driven and demonstrates the ability to thrive in a fast paced environment.
  • Strong customer service track record with demonstrated success handling escalated issues.
  • Ability to work under the pressure of a steady workload.
  • Outstanding written and verbal communication skills.
  • Proficient PC skills including Microsoft Office tools (Excel, Word, Outlook), as well as internet search skills (Strong Excel skills a plus (Filters, Pivot tables, Tables, Reports).
  • Must have shift flexibility and be able to work five 8 hour shifts or four 10 hour shifts, and the possibility of working evenings and weekends.
  • Ability to work OT during peak demand.





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.