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!
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.
HomeServe USA is an affirmative action / equal opportunity employer.