Office President Tier I

Office Of The President Tier I

Home Serve USA, a Brookfield Infrastructure Group portfolio company, is a Great Place to Work, and while we're biased, we're not just saying that. We're proud to have been certified as a Great Place to Work the last ten years. What does Home Serve do and what makes it so great? Well, we're glad you asked!

We put people at the heart of everything we do. That's priority number one for all of us. For the nearly 5 million customers we serve, that means being there when they have an emergency home repair need, such as getting their a/c working, clearing their clogged pipes, or fixing broken electrical systems. With over 1,300 municipal and utility partners, that means providing their customers with access to affordable home repair plans, making it easier, faster and less expensive to have their home repair needs met.

And for the more than 1,500 people working alongside us, it means fostering a rewarding, inclusive and challenging career experience that we think is second to none. At Home Serve, everyone is welcome. We know that having diverse teams has a positive impact on our work and ultimately helps us better serve our customers.

No matter your role at Home Serve, you're part of a growing team that's working to make home repairs and improvements easy.

Position Overview:

The Office of the President Tier I is responsible for addressing internal escalations, working in a highly responsive manner, proactively identifying the root cause and providing recommendations for resolution to prevent similar issues from reoccurring. The Tier 1 Customer Advocate will be the main contact for customers in reviewing escalations and working towards satisfactory resolutions.

Real-time insights received from customers via various surveying efforts will also be supported in the Customer Advocate role. Due to the nature of these channels it is imperative that timely responses are provided to the customers as well as key stakeholders in order to de-escalate highly visible commentary.

Thorough research, delivering timely and detailed responses to complaints and ensuring a quality, consistent and fair outcome to customers, is imperative. The role will require extensive written reporting, complaint analysis and summary templates to provide additional root cause and insight to the key business stakeholders in a manner that enhances the reputation of Home Serve. Exceptional written and verbal communication skills is a must, as is critical and creative thinking.

Responsibilities:

• Responsible for all tasks associated with mid-level (internal escalation) complaint handling including receiving, investigating, resolving, replying and reporting.
• Handle internal facing survey feedback, educating and verifying coverage details to customers in accordance with company Terms & Conditions.
• Work with multiple departments at all levels, throughout the company to gather all pertinent information in order to resolve customer concerns in a timely manner.
• Stay current on affinity partners product & service options, terms & conditions, and system knowledge.
• Manage customer experience by setting expectations and providing timely updates.
• Build excellent customer and contractor relationships during every interaction.
• 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.
• Use good judgment and rationale to independently make decisions that affect the customer experience and commit Home Serve financial resources.
• Review and process requests for refunds & redress in accordance with product terms and conditions.
• Document all customer interactions and provide a detailed account of all actions taken throughout the complaints management process, in respective systems.
• Prepare verbal and written responses to customers and internal partners within allotted time frames.
• Track and report key metric indicators to all levels of the company.

Essential Functions:

Essential Job Function - % of Time on Function

Responsible for all tasks associated with mid-level (internal escalation) complaint handling including…