HomeServe USA

  • Back Office Analyst I

    Job Locations US-TN-Chattanooga
    Job ID
    2018-2767
    Category
    Contact Center Operations
  • Responsibilities

    The Back Office Analyst I will be responsible for processing customer requests (enrollments, cancellations, correspondence, inquiries, billing resolutions, etc) to meet business objectives.

     

     

    Process enrollment forms for all products and services in a timely manner.

    • Use and maintain MS Excel worksheets to track productivity and completion of assigned projects and tasks.
    • Document customer profiles with proper CMS notation.
    • Manage and process requests that are submitted from call center reps for manual service agreements, terms and conditions and other forms of proof of coverage.
    • Update current customer profiles per customer requests (email, postal, etc)
    • Contact Customers to obtain missing information in order to fulfill customer requests (enrollments, cancellations, upgrades, refunds, etc).
    • Maintain spreadsheets and perform mail merges in order to print and mail letters/documents to customers.
    • Process customer correspondence.
    • Respond to Chargeback Disputes to credit card company/bank as well as documenting customer accounts accordingly.
    • Manual processing of systematic procedures that fail such as failing payments, web enrollments, reclogging payments, etc.
    • Meet all Productivity, Quality, and Efficiency standards set forth by leadership.
    • Analyze work assigned and report opportunities.
    • Maintain department Quality and Handle Time SLA’s.
    • Other duties and special projects as needed.

    Qualifications

    • High School diploma; some college coursework preferred.
    • Must be able to build and maintain professional relationships during a highly stressful and fast paced environment.
    • Must demonstrate strong communication/negotiation skills both verbally and written.
    • Feel comfortable working in an autonomous environment where you are expected to resolve customer’s issues on your own.
    • Ability to type 30+ wpm.
    • Skilled at obtaining and using proper HomeServe mail codes for coverage enrollments is a plus.
    • Great organizational and time management skills.
    • Proficiency working with Microsoft Office tools (Excel, Word, Outlook) ◦ Administrative tasks are a key importance in this role.
    • Ability to think logically when working on customer accounts.
    • Critical thinking and analytical skills are required to perform daily tasks.

    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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