The Opportunity: Do you want to work for a company whose motto is we put the customer at the heart of what we do? Do you want to be a part of something that is more than just a job but is truly meaningful work, that enables you to bring your strong values around great customer experiences to light?An amazing and empathetic communicator, as a Customer Advocate Team Specialist you'll be making sure that when our customer's fall off the happy path, that you help them find their way. You will be a vital part of HomeServe's organization interacting directly with customers through email and phone to resolve their issues, leveraging your critical thinking, negotiation, and conflict resolution skills.You're a seasoned customer service representative, who can handle everything from troubleshooting complex billing questions to managing repair escalations on the phone. You enjoy digging into the details, while at the same time are able to synthesize the issue at a high-level and understand in which situations you apply either approach. The fast-paced, deadline-driven environment doesn't deter you,and you thrive on supporting our customers while also understanding the needs of the business. You know how to navigate HomeServe's organization and systems to get the answers our customers need and are always thinking about how we can do things better, faster, and with less effort. You can apply your critical thinking and creative problem-solving skills to know when to follow process and when you need to think out-side of the box. These roles are highly visible within the organization, as you are corresponding with several groups internally and can occasionally get a high-profile case to manage and resolve.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 HomeServe. 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 HomeServe 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.
Job Requirements:
- 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 HomeServe 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 PowerPoint
- 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 may be required of position during peak periods
- Proven excellent time management, prioritization, and communications skills
- Must submit examples of written response to customer complaints
- Must pass written exam
Minimum Physical Requirements:The physical demands described represent those that must be met by an employee to successfully perform the essential functions of this position. Reasonable accommodations may be made to enable individuals with disabilities to perform the functions of the position for which they work. While performing the duties of this position, the employee is regularly required to listen, talk and hear. The employee frequently is required to use hands or fingers, handle or feel objects, tools, or controls while executing tasks like working on a computer or talking on the telephone. The employee is occasionally required to stand; walk; sit; and reach with hands and arms. The employee must occasionally lift and/or move up to 15 pounds. Specific vision abilities required by this position include close vision, distance vision, and the ability to adjust focus. The noise level in the work environment is usually moderate to low.Hourly Range: $20.5260 - $27.3678HomeServe USA is an equal opportunity employer.