The Senior Home Service Coordinator operates as an operational support expert that helps build, manage and facilitate an active and diverse community of local service professionals across many trades. They will be expected to educate consumers and trade professionals about how to join and utilize the platform operated by Pro Referral. Senior Home Service Coordinator will assist in the on-boarding process for service professionals; ensuring they have all of the requisite trade licenses required by Pro Referral, and that they understand the standards expected of Pro Referral Service Providers. This position will also interact with consumers to address issues that have arisen during the course of a job

• 50% Consumer & Professional Trade Businesses (Pro) customer support via inbound/outbound calls, email and chat systems.
• 25% Document customer interactions using web-based software tools and ensure end-to-end support, research and follow up are completed to ensure best effort in matches between professional trade businesses and consumers. Other activities as assigned by leadership
• 25% Review applications and documentation submitted by prospective Pro customers and verify for accuracy and validity before allowing application to be accepted

• This position reports to a Supervisor of Customer Care.
• This position has no direct reports.

• Typically requires overnight travel less than 10% of the time.

• Most of the time is spent sitting in a comfortable position and there is frequent opportunity to move about. On rare occasions there may be a need to move or lift light articles.

• Located in a comfortable indoor area. Any unpleasant conditions would be infrequent and not objectionable.

• Must be eighteen years of age or older.
• Must be legally permitted to work in the United States.
• A Senior Home Service Coordinator must have a cross functional knowledge of Pro Referral systems and procedures typically acquired through no less than 1 year of Pro Referral experience
• THD/Pro Referral associates must be highly energized and professional representatives that self-initiate their own activities to ensure goals are met.
• THD/Pro Referral associates will require associates to understand basic trades, ranging from light home improvement and handyman work to yard and house cleaning trades.

• Experience dealing with skilled trades licensing
• Trade/Home Improvement experience
• Call Center experience dealing with escalated call types
• Proficiency in web based systems to gather and update information
• Cross functional communication skills
• Ability to self motivate and work autonomously with minimal guidance
• Ability to multi task across multiple work streams
• Knowledge of Pro Referral call center systems and ability to interpret departmental policies

• The knowledge, skills and abilities typically acquired through the completion of a high school diploma and/or GED.

• 3 years

• Strong interpersonal skills and the ability to create an emotional connection with Pros, customers and business partners
• Excellent verbal and written skills
• Attention to quality and detail
• Microsoft Windows/Office proficient
• Proficient typing/keyboard skills
• Multi tasking capability/time management skills