HomeServe USA is a leader in supplying homeowners with worry-free warranty services that provide peace of mind. Our incredible growth rate is fueled by a dynamic team of individuals who value teamwork, collaboration and providing exceptional customer service while maintaining a work atmosphere that’s fun and friendly. HomeServe USA is part of a global organization that serves millions of customers in the US, UK, France, Germany, Italy, Canada and Spain. We’re strong, stable and growing.
This role is designed to support the Operations department in identifying and delivering overall improvements to all phases of the customer experience. The Partner Support Specialist works within the team which offers further assistance to our Affinity Partners and Contact Center group. This role also focuses on identifying areas of improvement in the revenue cycle and in improving customer related business processes.
Analyze data to ensure outstanding customer lifecycle experience
Identify areas of inconsistency, duplication of process, poor customer experience, & systematic errors
Provide corrective solutions when needed
Prioritize attention to those identified improvements by level of impact to customer
Communicate effectively and at a high level with Ops Team and other functional departments
Make customer focused decisions that take risk / control issues into account
Support it as well as other departments involved in specified process improvement initiative
Monitor day to day system rejections on front-end operating system; quality control, research and resolve issues to improve customer lifecycle for the company’s operating system. (I.e. enrollment failure, customer payment, customer data corruption, etc.)
Communicate with affinity partner to review customer information, customer enrollments, payments, rejected data.
Communicate with Call Center to address any issue they have with customer related issues, services calls, or systematic errors on front-end operating system.
Generating weekly & monthly reports for the Operations Team
Provide technical / environmental support to the UAT & Regression testing teams in support of the standardized testing and release process.
Act as the backup to the PSS Manager & Operations Director position.
Bachelor’s degree in related field and a minimum of 1-2 years of similar professional experience
Demonstrate a customer focused approach to supporting and administering accurate business decisions
Experience within a commercial Operations environment
Excellent oral and written communication skills
Exceptional interpersonal skills and empathy for others, good listening, and questioning skills.
Ability to work well with others, contribute to team values and rapport-building across the organization.
A methodical approach with strong documentation skills.
Proven experience with troubleshooting principles, methodologies, and issue resolution techniques.
Great multi-tasking skills and ability to multi-task across various departments
Mid-level Microsoft Office experience
Microsoft Outlook experience is a must
In return we offer
Career development and advancement opportunities
Business-casual attire throughout the week
Friendly, open and team oriented work atmosphere
Excellent benefits including generous medical, vision, dental and life & disability insurance