HomeServe USA

  • Cost Authorization Supervisor

    Job Locations US-TN-Chattanooga
    Job ID
    2018-2999
    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

     

    The Contractor Management Cost Authorization Supervisor plays a central and key role to ensure HomeServe USA controls repair costs and meets customer service targets.  The primary responsibilities include oversight of the Cost Authorization team fielding calls directly from contractors to provide job status updates and reviewing/approving repair costs.  The team validates and approves the requested cost within the parameters of the customers’ contract coverage or negotiates a better cost based on fair market value.  The Cost Authorization Supervisor must be familiar with pre-negotiated network contractor price agreements, terms and conditions, and prevailing industry rates.  The incumbent ensures jobs are performed within negotiated or competitive rates for that market to assist in meeting underwriting targets.

    Additionally, The Cost Authorization Supervisor will be responsible for monitoring and directing the activity of the Cost Authorization Specialists to ensure that Work-in-Progress is efficiently managed to meet operations goals and targets.   The Supervisor will be responsible to assist the team when they have process, policy and technical issues beyond their scope, experience and/or responsibility.

    • Provide ongoing coaching and development to staff including, but not limited to training, quality monitoring, and performance management
    • Provide oversight to ensure Cost Authorization Specialists utilize all systems, tools, and reports to achieve average job cost targets
    • Ensure that all Cost Authorization Specialists are meeting statistical targets and provide action plans for those that fall below expectations
    • Coordinate resolution for all levels of escalated issues including those identified by customers, contractors, partners, management, CAT, and other sources
    • Make recommendations to management regarding the development of policies and procedures; identify and implement processing inefficiencies
    • Collaborate with Contractor Administration and Area Network Managers to report discrepancies and make enhancements to the contractor rate sheets
    • Act as a resource and provide leadership to the Cost Authorization team regarding residential repair terminology and techniques, as well as local codes, regulations, and labor and materials costs
    • Ensure policy terms and conditions (T&C’s) are interpreted and implemented properly within the Cost Authorization team
    • Build excellent customer and contractor relationships during every interaction
    • Manage the Work-in-Progress through the job life cycle as appropriate to meet targeted KPI’s
    • Collaborate with contractors and Area Network Managers to maintain contractor portal and increase the percentage of contractors using the portal to process jobs/invoices
    • Ensure cost authorization requests from contractors are accurately reviewed and processed in a timely manner
    • Ensure that the team is proactively communicating with customers to advise of claim status to meet KPI’s
    • Perform quality control measures to verify accuracy of job creation, job coding, and job details

    Qualifications

     

     

     

    • Associates Degree or Vocational/Trade school certificate (BA/BS preferred)
    • Minimum 3-5 years of previous supervisor experience
    • Minimum 5 years estimating and job costing experience preferrred
    • Broad knowledge of residential repair methods with 5 years plumbing, HVAC, and/or electrical trades experience – field experience a plus
    • Journeyman license preferred
    • Great organizational, time management, and project management skills
    • Strong independent problem solving skills with ability to work in a team environment
    • Self-driven and demonstrates the ability to thrive in a fast paced environment
    • Strong customer service track record with demonstrated success handling escalated issues
    • Outstanding written and verbal communication skills
    • Ability to work under the pressure of a steady workload
    • Proficient PC skills including Microsoft Office tools (Excel, Word, Outlook), as well as internet search skills
    • Strong Excel skills a plus (Filters, Pivot tables, Tables, Reports)
    • Must have shift flexibility and be able to work 5 – 8 hour shifts or 4 – 10 hour shifts, and the possibility of working evenings and weekends
    • Ability to work OT during peak demand

     

     

    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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