HomeServe 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 five 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 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 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. 

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

Job Responsibilities

The Contractor Onboarding & Support Specialist will be responsible for supporting a world class contractor network to deliver superior customer service for residential plumbing, electrical and HVAC repairs. This role will help achieve corporate financial and customer service objectives by effectively managing contractor performance and training contractors on the “HomeServe Way”; conducting onboarding to newly recruited contractors; supporting contractors with questions pertaining to the use of our technology, processes, and standards; and working in conjunction with the Regional Operations Management and Contractor Recruitment teams to ensure proper coverage within specific geographic areas to meet or exceed HomeServe quality standards.

• Provide initial onboarding training to newly recruited contractors and conduct follow-up training at 30 and 60-day intervals.
• Train and coach contractors on the use of the HomeServe mobile application, contractor portal and claims management platforms.
• Support contractors with any questions, comments, or concerns by leveraging both internal and external business partners to ensure contractor needs are met and their experience is world class.
• Establish a rapport with key contractor personnel at operations and management levels.
• Proactively identify opportunities to improve gaps in coverage and contractor availability.
• Monitor specific contractor KPIs and review opportunities with the Regional Operational Management team on actions to improve these KPIs as necessary.

Job Requirements:

• 1 years of customer service experience, identifying needs, overcoming objections, and gaining commitment from contractors.
• Background and understanding of plumbing/heating/electrical/appliances, and/or similar environment. Prior work history in the service business is desirable.
• Ability to analyze data and develop tactical responses to help improve overall contractor performance.
• High school diploma with relevant experience or equivalent. College degree preferred.
• Demonstrates proficiency in Microsoft Office Suite and specifically Outlook, Excel, PowerPoint and Teams.
• Experience with Salesforce, Service Bench, and Tableau a plus.
• Independent self-starter capable of working collaboratively with multiple cross-functional teams.
• Strong oral and written communication and interpersonal skills.
• Adept at managing multiple priorities and tasks in a fast-paced environment.
• Enjoys problem solving and critical thinking.
• Prior training experience a plus.
• Positive attitude, team player, and strong work ethic.
• Demonstrates consistency in performance.

In Return We Offer:

• Competitive compensation
• Career development and advancement opportunities
• 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 Range: $19.59 to $26.13

The wage range for this role takes into account the wide range of factors that are considered in making compensation decisions including but not limited to seniority, merit, geographic location where the work is performed, education, experience, travel requirements for the job, and/or other business and organizational needs.

HomeServe USA is an equal opportunity employer.

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