HomeServe USA

  • Repair Management Supervisor

    Job Locations US-TN-Chattanooga
    Job ID
    2018-2853
    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

     

     

    Supervise a group of RM Coordinators taking inbound warranty claims calls. The RM Supervisor will also be responsible for interviewing applicants, motivating a team to reach/exceed goals, reporting, and disciplinary action.

     

    Detailed Responsibilities:

    • Provide consistent coaching and development to staff including, but not limited to, ongoing training, quality monitoring, delivering disciplinary actions, and delivering employee performance evaluations.
    • Ensure that all agents are meeting statistical targets and provide action plans for those that fall below expectations.
    • Manage call quality and agent goals as well as staffing, scheduling and daily tasks.
    • Provide program and agent performance reporting as required, including statistical analysis and reporting.
    • Coordinate issue resolution for all levels of escalated issues including those identified by the client, customers, and management, the field, and clients.
    • Make recommendations to management regarding the development of policies and procedures; identify and implement processing efficiencies.
    • Represent the organization in various meetings with the client and management team. Ensures that the actions of the group are met and are in line with client goals.
    • Managing employee time cards and pay for full time and temporary agents, including managing the attendance policy.

    Qualifications

     

     

    Job Requirements:

    • AAS Degree (BA/BS preferred) and a minimum of 3 years relevant call center experience or the equivalent combination of education and experience.
    • Minimum of 3-5 years of previous supervisor experience in a call center environment preferred
    • Demonstrated success handling customers and calls at an escalated level.
    • Previous claims and / or case handling experience is desirable.
    • Demonstrated business communications skills including, but not limited to, preparing reports, speaking before groups of people, negotiations.
    • Outstanding verbal and written skills.
    • Good interpersonal, influencing and team building skills
    • Strong time management and organizational skills, including attention to details
    • Proficient with computer applications including Word, Excel, Outlook and PowerPoint
    • Ability to multi-task, prioritize deliverables and meet deadlines in a fast-paced environment
    • Must be able to work between the hours of 6am – 12am- Monday- Sunday
    • Must be able to work 40 hours per week, including Saturdays or Sundays
    • 3rd shift availability may be necessary based on business need.Desired Skills:
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    • Knowledge of home repairs processes and terminology is desired
      • Excellent verbal and written communication skills
      • Well organized, with good attention to detail
      • Good judgment and problem-solving skills
      • Flexible, proactive, and self-motivated
    • Be available on an on call – 24/7 basis is a plus

     

     

     

     

    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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