Deployment Specialist

Position Overview:

The role of a Deployment Specialist is a beginner level Deployment Specialist position which uses introductory level knowledge and training with a corresponding deployment process to ensure HomeServe USA controls prompt resolution and meets customer service targets. The primary responsibilities include assigning jobs to service providers and providing job status updates to customers. The team validates contractor profiles, utilize all systems, tools, and reports to achieve deployments per hour. The team uses the Order of Operation ensuring adherence to HomeServe standards for all processes, procedures, and metrics.

Additionally, the Deployment Specialist, must be knowledgeable and familiar with Repair Management processes, HomeServe products and policies, pre-negotiated network contractor price agreements, and policy terms and conditions. The incumbent ensures deployment queues are prioritized and jobs deployed within SLA parameters and ensure that Critical cases are followed up within defined guidelines and act to resolve long pending cases.

Responsibilities:

• Handle a high volume of ‘off track’ service requests awaiting deployment
• Ensure and verify accuracy of job creation, job coding, and job details
• Use available tools and logic to deploy jobs to the best possible contractor

• Accurately document conversations, agreements, and actions taken with contractors.
• Proactively communicate with customers to advise of claim status to meet KPIs.
• Assist with ad hoc projects as directed by the Deployment Supervisor or Team Lead.

• Act as a subject matter expert for Deployments to meet annual KPIs.
• Prioritize tasks to deploy jobs based on job age and urgency levels.
• Build excellent customer and contractor relationships during every interaction
• Work with the Contractor Administration team to correct errors in contractor profiles.
• Use internal tools and internet resources to locate Emergency Recruit Contractors when needed and communicate findings to the recruitment team to fill gaps in the existing network.
• Provide contractor and agent feedback to improve efficiencies and customer experience.

Essential Functions:

Job Requirements:

• Efficient in Service Bench preferred

• Great attendance record, no more than three occurrences

• High school diploma or GED required.  Vocational/Trade school certificate preferred.
• 1 – 2 years of estimating or job costing experience
• Broad knowledge of home repair methods with 1 – 2 years plumbing, HVAC, and/or electrical trades experience.
• Detail-oriented and shows strong data entry and documentation skills.
• Experience handling and diffusing difficult situations.
• Great organizational, time management, and independent problem-solving skills with the ability to work in a team environment.
• Self-driven and demonstrates the ability to thrive in a fast-paced environment.
• Strong written and verbal communication skills.
• Ability to work under the pressure of a steady workload.
• Ability to manage multiple priorities with a high sense of urgency.
• Strong customer service track record.
• Experience working in a call center environment is a plus.
• Ability to retain detailed information.
• Proficient PC skills including Microsoft Office tools (Excel, Word, Outlook), as well as internet search skills
• Must have shift flexibility and be able to work 5 – 8 hour shifts or 4 – 10 hour shifts, and the ability to work evenings and weekends.
• Ability to work OT during peak demand.

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 Pay Range (Chattanooga, TN): $16.58 to $22.10

Annual Bonus Potential: 5% 

HomeServe USA is an equal-opportunity employer.

Salary : $17 - $22