HomeServe USA

  • Regional Operations Specialist

    Job Locations US-TN-Chattanooga
    Job ID
    2018-2856
    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

    In this highly visible and demanding role the Regional Operations Specialist (ROS) 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 ROS will help achieve corporate financial and customer service objectives by effectively managing contractor performance, and training contractors on the “HomeServe Way”.  The ROS will participate in rate negotiation, strategic job cost management and work in conjunction with the Regional Operations Management team and Contractor Recruitment team to ensure proper coverage within specific geographic territories to meet or exceed HomeServe quality standards.

    Although the position is centrally located in Chattanooga, TN, it may require some travel across the United States and may require spending time at corporate offices located in Norwalk, CT.

     Detailed Responsibilities:

     

    • Manage low volume contractors 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.
    • 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.
    • Conduct regular contractor performance review meetings.
    • Resolve customer complaints and take the necessary corrective action with contractors to prevent recurrence.
    • Assist 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.

     

    Qualifications

    • Five years of proven service and/or repair management experience in plumbing / heating / electrical or residential construction projects.  
    • High School diploma required. Associate Degree or Vocational/Trade school certificate preferred.
    • 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 (Microsoft Office). Knowledge of MapPoint 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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