HomeServe USA

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Cost Authorization Agent

Cost Authorization Agent

Job ID 
Job Locations 
Contact Center Operations

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The Contractor Management Cost Authorization Specialist plays a central and key role to ensure HomeServe USA controls repair costs, and meets customer service targets. The primary responsibilities include taking calls directly from contractors to provide job status updates and reviewing/approving repair costs.  This position validates and approves the requested cost within the parameters of the customers’ contract coverage or negotiates a better cost based on fair market value.  The Cost Authorization Specialist must be familiar with pre-negotiated network contractor price agreements, terms and conditions, and prevailing industry rates.  The incumbent ensures jobs are performed within negotiated or competitive rates for that market to assist in meeting underwriting targets.

  • Handle a high volume of calls from field contractors requesting approvals for repair costs associated with pending service orders
  • Review and approve job costs for Emergency Recruit Contractors and jobs with special circumstances not identified or pre-negotiated on rate sheets
  • Accurately document conversations, agreements, and actions taken with contractors regarding job costs and tasks
  • Proactively communicate with customers to advise of claim status to meet KPI’s
  • Build excellent customer and contractor relationships during every interaction
  • Ensure and verify accuracy of job creation, job coding, and job details from creation to completion
  • Promptly respond to diary actions generated by other team members or contractors
  • Proactively contacting customers or contractors to update Work-in-Progress service orders
  • Act as a subject matter expert for Repair Management regarding residential repair terminology and techniques
  • Stay up to date with local codes, regulations, and labor and material costs


  • High school diploma or GED required. Vocational/Trade school certificate preferred
  • 3 – 5 years of estimating or job costing experience
  • Broad knowledge of home repair methods with 3 – 5 years plumbing, HVAC, and/or electrical trades experience
  • Journeyman license preferred
  • Detail oriented and shows strong data entry and documentation skills
  • Great organizational, time management, and independent problem solving skills with the ability to work in a team environment
  • Self-driven and demonstrates 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

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