Contact Center Traffic and Scheduling Analyst, Sr. jobs in Chattanooga, TN

We are looking for agents able to start training in July. 

Company Overview:

HomeServe 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 three years. What does HomeServe 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 4.7 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 1,000 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 2,500 People working alongside us, it means fostering a rewarding, inclusive and challenging career experience that we think is second to none. At HomeServe, everyone is welcome. We know that having diverse teams has a positive impact on our work and ultimately helps us better serve our customers.

Position Overview:

The Repair Management Coordinator, Tier I is responsible for providing world class customer service on primarily first notice of loss calls (FNOLC). Tasks include assessing claims, troubleshooting, advising customers whether or not they are covered by our warranty, communicating ongoing actions, and deploying contractors in a manner that enhances the reputation of HomeServe, Repair Management.

Responsibilities:

• Handle a high volume of inbound customer claims calls and verify coverage in accordance with our guaranteed standards of service and contract coverage.
• Work with customers throughout North America in a call center environment to troubleshoot and isolate problems.
• Write and respond to customer and contractor correspondence and interoffice communications in a professional and concise manner.
• Build excellent customer relations and use good judgment in dealing with our customers in all situations.
• Assist in retaining the customer base and contract renewals by providing exceptional customer service during every contact.
• Data entry to include general customer account information and actions taken during customer calls.
• Provide feedback to management regarding customer comments as a basis to develop ideas for improved services, processes and procedures.
• Follow established processes and guidelines in making covered and not covered decisions.
• Once proficient in Repair Management, position may require training in other departments based on business need.

Job Requirements:

• High school diploma or equivalent
• Experience working in a call center environment preferred
• Computer literate including MS Office or equivalent
• Experience in a customer service role preferred
• Must be able to work a flexible schedule on a 24/7 timeline (hours of operation are 7 days a week from 6am – 12:00 midnight; including weekends and holidays; some overtime maybe required as business dictates)
• Knowledge of home repairs processes and terminology is a plus
• Excellent verbal and written communication skills
• Well organized, with good attention to detail
• Good judgment and problem-solving skills
• Flexible, proactive, and self-motivated
• Required onsite training for 12 weeks before option to work from home

In return, we offer:

• 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

Hourly Rate: $16/hour

HomeServe USA is an equal opportunity employer.

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