HomeServe USA

  • Regional Operations Manager

    Job Locations US-FL-Orlando
    Job ID
    2018-2752
    Category
    Contact Center Operations
  • Overview

     

    HomeServe is a leader in supplying homeowners with worry-free warranty services that provide peace of mind.  Our incredible growth rate is fueled by a dynamic team of individuals who value teamwork, collaboration and providing exceptional customer service while maintaining a work atmosphere that’s fun and friendly. HomeServe is a global organization that serves millions of customers in the US, UK, France, Germany, Italy, Canada and Spain.  We’re strong, stable and growing.

    This position is home based and can be located anywhere in the area surrounding Orlando, Florida area with convenient access to an international airport.

    Position Overview:

    In this highly visible and demanding role the ROM will be responsible for managing a world class contractor network  to deliver superior customer service on a 24/7 basis for residential plumbing, electrical and HVAC repairs. The ROM will help achieve corporate financial and customer service objectives by effectively managing contractor performance, actively participate in recruiting qualified contractors and training contractors on the “HomeServe Way”.  The ROM will take the lead role in rate negotiation, strategic job cost management and work in conjunction with the contractor recruitment team to ensure proper coverage within their geographic territory to meet or exceed HomeServe quality standards. Furthermore, the ROM, as a repair management subject matter expert, will work collaboratively with business development and account management to enhance the HomeServe product line and solidify our affinity partner relationships

    Although the position is home based, it will require extensive travel within the region and will require spending time at corporate offices located in Chattanooga, TN, Canonsburg, PA and Norwalk, CT. 

    Responsibilities

    • Manage existing contractor network to ensure superior quality, customer service and cost standards.
    • Analyze job repair cost data and implement cost reduction strategies.
    • Lead and encourage contractors to adopt state-of-the art advancements and techniques to enhance productivity and the customer experience.
    • Work with the contractor recruitment team to identify, qualify and train new contractors.
    • Negotiate and establish competitive repair rates to meet or exceed underwriting targets and financial KPI’s.
    • Provide initial and on-going training of contractors.
    • Establish a rapport with key contractor personnel at operations and management levels.
    • Perform and oversee quality inspections to ensure contractor is performing work to industry standards and all jurisdictional codes.
    • Conduct and Lead regular contractor performance review meetings.
    • Spearhead contractor round tables to share best practices and obtain feedback on HomeServe’s performance.
    • Resolve customer complaints and take the necessary corrective action with contractors to prevent recurrence.
    • Act as liaison between the Customer Advocacy Team and Contact Center to deliver quality service.
    • Monitor industry related trends for opportunities to improve HomeServe and/or Contractor’s business operations.
    • Remain current on national and regional regulatory standards and codes.
    • Provide technical training to the Contact Center or other personnel on an as needed basis.

    Qualifications

     

    • Five years of proven service and/or repair management experience in plumbing / heating / electrical or residential construction projects.  
    • BS/BA degree in engineering, construction management or have at least 10 years practical experience.
    • Independent self-starter capable of working collaboratively with multiple cross functional organizations.
    • Strong ability to analyze data to develop a strategic plan to improve customer satisfaction and control repair costs.
    • Outstanding computer experience required.  Experienced working with Excel, Word and PowerPoint (Microsoft Office). Knowledge of mapping software a plus.
    • Excellent oral and written communication skills with ability to communicate affectively at all levels of the organization including executive level.  Experience presenting to executive level management a plus. 
    • Valid driver’s license.

     

     

     

     

     

    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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