HomeServe USA

  • Customer Escalation Supervisor

    Job Locations US-TN-Chattanooga | US-CT-Norwalk | US-PA-Canonsburg
    Job ID
    2018-2735
    Category
    Contact Center Operations
  • Overview

    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!

    Responsibilities

      Position Overview

     

    The Customer Advocacy, Real Time Insights and Survey Team Supervisor reports to the Director, Call Center Compliance. This position supervises and coordinates the daily activities of three diverse teams, two high level teams responsible for resolving customer problems and complaints that may arise as a result of normal business operations as well as a surveys team who are responsible for contacting customers post claims to assess and gain feedback on their experience. The Customer Advocacy, Real Time Insights and Survey Team Supervisor partners with call center leadership to ensure that frontline call center agents are provided all appropriate support to help resolve any issues that require escalation, as well as provide root cause analysis and recommendations to senior leadership to prevent similar escalations from recurring. The Customer Advocacy, Real Time Insights and Survey Team Supervisor is also required to work closely with our Legal and Account Management teams to ensure external escalations and partner escalations handled by the team are done so with the highest integrity and urgency.

    Qualifications

    Detailed Responsibilities:

    • Review the work of a team that manages a dynamic and complex complaints caseload to include determination of whether legal advice is required on issues relating to complaints
    • Partner with Leadership in the development of procedures and policies to improve the handling of complaints across various business operations. Specifically, the successful candidate will be able to successfully partner with the Legal Department to ensure that escalated complaints are dealt with thoroughly and timely, getting appropriate Legal Department input and approval throughout the process.
    • Directly manage complaints handling staff in order to monitor individual and team performance, and take any appropriate process improvement and/or corrective action.
    • Ensure that complaints handling staff provide adequate support to all Divisions.
    • Manage a surveys team and ensure appropriate goals, surveys and reporting are completed on a monthly basis, providing insight to the account management teams.
    • Develop and deliver coaching and training to team members in relation to complaints management and customer care support education initiatives. Completing 121’s and six monthly appraisals.
    • Provide expert advice and support to staff on the handling of complaints; on investigation techniques and carrying out root cause analysis and writing statements, including handling any escalations when necessary.
    • Undertake monthly appraisals of directly managed staff to support their development, and provide performance feedback to the team and to Senior leadership
    • Follow processes and operational policies in selecting methods and techniques for obtaining solutions. 
    • Collaborate with trainers and other team members to establish a positive team environment that supports and reinforces best-in-class customer service practices.
    • Ensure that staff meet 100% resolution goals for all complaints promptly, providing responses and redress that address the complainant’s concerns.
    • Take a leading role in the creation and continuing maintenance of complaints reporting and tracking systems for the purpose of:
      • Providing feedback/reports to the relevant Divisions
      • Root cause analysis to identify fail points and opportunities for improvement within all areas of business operations
    • Develop and administer schedules and performance requirements, may include limited budget responsibilities.
    • Has day to day overall control of Customer Advocate Team, Real Time Insights Team and Surveys Team (c. 12-15 FTE) and recommending and implementing changes to methods.
    • Ensures team members achieve the required standards to meet our Customer and People Promises.
    • Stay up to date on new products, procedures and marketing initiatives
    • Analyzes and resolves work problems, or assists employees in solving work problems.
    • Confers with other supervisors to coordinate activities of individual departments.
    • Interfaces with other Departments and the internal training team to develop and implement training programs as required from the discovery of root cause findings.
    • Confer with Senior Leadership, the Legal Department, or Executive Leadership as necessary on complaints deemed highly sensitive to the business.
    • Confers with Human Resources to resolve employee grievances.
    • Perform other job related duties as assigned.

    Job Requirements:

    • A bachelor’s degree in a Business Administration, Organizational Leadership, or a related field, or four (4) years of relevant experience.
    • Five (5) years of business management experience, including supervisory experience.
    • Proficiency in MS Office products and in the use of a personal computer.
    • Ability to help develop and be solely responsible for implementing the tactical operating plan with limited assistance required.
    • Must be able to implement metrics-driven plans and make tactical adjustments as necessary with limited assistance.
    • Ability to analyze key data and create actionable tactics required.
    • Ability to identify, adjust, and implement identified best practices required.
    • Ability to manage and maintain a high performing team that models the principles and values of the company with little assistance required.
    • Must be able to communicate effectively and professionally, verbally and in writing, to all segments of the company.
    • Strong time management, prioritization and organizational skills.
    • A minimum of 24 months of experience working in a call center preferred but not required.
    • A minimum of 24 months of experience handling customer complaints in a call center environment preferred but not required.
    • Must be available to work Monday through Friday, between 8:00AM and 8:00PM.
    • Must be available to work weekends, as necessary.
    • Flexibility and adaptability to work in a fast growing business environment.
    • Excellent communication and engagement skills.

    Desired Skills:

    • High level of attention to detail with strong written/letter writing skills.
    • Proven ability to make sound decisions that will impact the Customer Experience, as well as business operations.
    • Experience of working complaint resolution within Legal environments and ability to draft attorney and regulator responses desirable.
    • Strong performance management abilities and awareness of HR processes and procedures.
    • Systems knowledge of Ensura, Wennsoft, Streamline, Impact and Ultipro.
    • Solid leadership skills and ability to direct and motivate staff with integrity and ethics; while leading by example.
    • Ability to work well in a team environment, collaborating across diverse groups with other business units.
    • Experience in creating and implementing processes that result in improved team performance.
    • Strong analytical and problem-solving skills.
    • Solid PC skills (Microsoft Office Suite including Word, Excel, PowerPoint, Outlook).
    • Ability to work within multiple software programs in a Windows based operating system.
    • Good interpersonal, influencing, and team building skills.
    • Proficient in code of business conduct, absence management and disciplinary and performance management techniques.
    • Ability to multi-task, prioritize deliverables and meet deadlines in a fast-paced environment.

    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.

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