HomeServe USA

  • Cost Authorization Technical Specialist

    Job Locations US-PA-Canonsburg | US-TN-Chattanooga
    Job ID
    2018-2920
    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 Technical Specialist will be responsible for utilizing plumbing, electrical, and HVAC expertise to review, validate, and negotiate high cost claims to ensure delivery of both a world class customer experience and achievement of underwriting goals.  As well, the Technical Specialist will assist and educate the Cost Authorization team with technical questions and cost approvals. The Technical Specialist will challenge network contractors and recommend alternative repair solutions.  The Technical Specialist will also participate in rate negotiation and performance management activities to assist the Regional Operations Management team, as well as resolving contractor escalations and complaints.

    • Manage high cost claims to ensure superior quality, customer service and cost standards.
    • Analyze contractor repair recommendations and seek cost reduction opportunities.
    • 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 technical knowledge, instruction and support to the Cost Authorization team.
    • Establish a rapport with key contractor personnel at operations and management levels.
    • 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 experience in residential plumbing, HVAC, or electrical projects preferred. 
    • 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).
    • 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 equal opportunity employer.

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