HomeServe USA is a company dedicated to providing essential home repair services, ensuring customer satisfaction through prompt and high-quality service. The Deployment Specialist plays a vital role in managing service requests, deploying jobs to contractors, and maintaining customer relationships to achieve service goals.
Responsibilities
- Handle a high volume of service requests awaiting deployment
- Ensure and verify accuracy of job creation, job coding, and job details
- Use available tools and logic to accurately deploy jobs to the best possible contractor
- Prioritize tasks to deploy jobs based on job aging and urgency levels
- Manage customer experience by proactively setting expectations through timely updates to advise of claim status and progress
- Manage KPI goals annually
- Build excellent customer and contractor relationships during every interaction
- Work with Contractor Administration team to correct errors in contractor profiles pertaining to zip code and service category data
- Use internal tools and internet resources to locate Emergency Recruit Contractors when needed and communicate findings to the recruitment team to fill gaps in the existing network
- Fully resolve all jobs sent to the Level 2 Deployment queue or jobs assigned by leadership to the extent that the job is deployed, transferred to Deployment Recruitment Specialists, repudiated, or canceled
- Assist the Schedule Resolution Team and Office of the President to get a resolution for customers
- Autonomously interpret company policy and use good judgment when handling difficult situations, while following outlined procedures ensuring the customer is at the heart of each case handled
- Work with multiple departments at all levels throughout the company to gather all pertinent information in order to resolve customer scheduling concerns in a timely manner
- Provide contractor and agent feedback to improve efficiencies and customer experience
Skills
- High school diploma or GED
- Demonstrates ability to manage their work, time, and resources efficiently and effectively
- Consistently demonstrated a strong aptitude for creative problem-solving using analytical thinking, ingenuity, and resourcefulness
- Tackle complex challenges and develop innovative solutions that have added value to the organizations
- Possess a strong sense of self-motivation and capable of taking initiative to achieve goals
- Thrive in fast-paced environments, applying skills and knowledge to tackle and complete challenging tasks efficiently
- Able to work independently or as part of a team and willing to learn and adapt to new situations
- Proficient in managing and prioritizing tasks efficiently by allocating the right amount of time for each task, meet deadlines, avoid procrastination, and be more productive
- Manage a steady workload without compromising the quality of work in high-pressure situations
- Capable of delivering clear and concise messages using proper grammar, vocabulary, tone, and written or verbal communication
- Schedule flexibility
- Incorporates feedback to identify areas of improvement, learn from their mistakes, and refine skills and approaches to achieve better outcomes
- Demonstrate proficiency using Microsoft Office tools, including Excel, Word, and Outlook
- Conduct effective internet searches, including search engines and other web-based tools, to find relevant information and resources
Benefits
- Competitive compensation
- Career development and advancement opportunities
- 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
- Eligibility to enroll in up to two HomeServe coverage plans paid for by the company
Company Overview
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