Office President Tier I

Home Serve USA is hiring a Tier I Customer Advocate.

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.

• 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.

Responsible for all tasks associated with mid-level (internal escalation) complaint handling including receiving, investigating, resolving, replying.

• College degree and 1 year of experience in customer service or 5 years of complaint handling experience
• Must demonstrate the following traits:
  • Courage – to raise issues and address them
  • Persistence – to never let a customer fall through the cracks
  • Integrity – handle all situations with the utmost integrity, representing both Home Serve and yourself.
  • Curiosity – constant desire to learn and always question
• Exceptional communications skills (both verbal and written) in English. Bilingual skills are a plus.
• Must be decisive and willing to make bold decisions to do what's right for our customers
• Must be able to build and maintain professional relationships in a highly stressful and fast paced environment
• Feel comfortable working in an autonomous environment where you are expected to resolve customer issues on your own
• Ability to multi-task, prioritize deliverables and meet deadlines in a fast-paced environment
• Good interpersonal, influencing and team building skills
• Proficient with computer applications including Word, Excel, Outlook and Power Point
• Must be able to work Monday-Friday; shifts vary between the hours of 8:00 AM and 8:00 PM as well as flexibility to work a later shift or on weekends based on business needs.
• Overtime…