HomeServe USA

  • Customer Advocacy Specialist

    Job Locations US-TN-Chattanooga
    Job ID
    2018-3063
    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

     

    • Responsible for all tasks associated with the highest level of complaint handling including receiving, investigating, resolving, replying and reporting
    • Work with multiple departments, including the executive staff, and external agencies to gather all pertinent information in order to resolve customer concerns
    • Stay current on affinity partners product & service options, terms & conditions and system knowledge
    • Manage customer experience by setting expectations and providing timely updates
    • Interpreting company policy and using best judgment and rationale to be able to make decisions that affect the customer experience and commit HomeServe resources
    • Review and process requests for reimbursements & redress in accordance with product terms and conditions
    • Prepare written responses to customers and external agencies within allotted time frames
    • Tracking and reporting key metric indicators to all levels of the company

     

    Other duties as assigned  

    Qualifications

    • High School diploma or equivalent
    • At least 2-4 years of College preferred
    • Demonstration of the HomeServe People Values
    • At least 2 year of experience in customer service
    • 3 years’ experience in diffusing and handling difficult situations
    • Ability to retain detailed information
    • Must be able to speak clear and concise English
    • Proficient with computer applications including Word, Excel, Outlook and PowerPoint
    • Must be able to work Monday- Friday; shifts vary between the hours of 8:00 AM and  8:00 PM
    • Proven excellent communications skills
    • Must submit examples of written response to customer complaints

    Must pass written exam          

    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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