Deployment Specialist

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 ten 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.  

Position Overview:

The role of a Deployment Specialist is not just important; it's vital in achieving our customer service goals and metrics. As a Deployment Specialist, you will be at the forefront of our operations, providing prompt, high-quality services to resolve home emergencies and ensure customer satisfaction. Your primary duties will include following up with customers, assessing their needs, and assigning service requests to the best-suited HomeServe network contractor based on various factors such as geography, trade category, contractor rankings, customer account status, and claims history.

When a network contractor is unavailable, the Deployment Specialist works quickly to identify, qualify, and recruit an emergency non-network contractor. As a Deployment Specialist, you are empowered to take action, work diligently to keep customers updated, attempt to recruit referrals, and partner with Deployment Recruitment Specialists when a job remains undeployed.

Responsibilities:

• Handle a high volume of service requests awaiting deployment
• Ensure and verify accuracy of job creation, job coding, and job details
• Use available tools and logic to accurately deploy jobs to the best possible contractor
• Prioritize tasks to deploy jobs based on job aging and urgency levels
• Manage customer experience by proactively setting expectations through timely updates to advise of claim status and progress.
• Manage KPI goals annually.
• Build excellent customer and contractor relationships during every interaction
• Work with Contractor Administration team to correct errors in contractor profiles pertaining to zip code and service category data
• 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.
• Fully resolve all jobs sent to the Level 2 Deployment queue or jobs assigned by leadership to the extent that the job is deployed, transferred to Deployment Recruitment Specialists, repudiated, or canceled.
• Assist the Schedule Resolution Team and Office of the President to get a resolution for customers.
• Autonomously interpret company policy and use good judgment when handling difficult situations, while following outlined procedures ensuring the customer is at the heart of each case handled.
• Work with multiple departments at all levels throughout the company to gather all pertinent information in order to resolve customer scheduling concerns in a timely manner.
• Provide contractor and agent feedback to improve efficiencies and customer experience.

Essential Functions:

Job Requirements:

• Advocate for the customer's experience from the initial point of contact to the final resolution of any issues.
• High school diploma or GED
• Demonstrates ability to manage their work, time, and resources efficiently and effectively.
• Consistently demonstrated a strong aptitude for creative problem-solving using analytical thinking, ingenuity, and resourcefulness.
• Tackle complex challenges and develop innovative solutions that have added value to the organizations
• Possess a strong sense of self-motivation and capable of taking initiative to achieve goals.
• Thrive in fast-paced environments, applying skills and knowledge to tackle and complete challenging tasks efficiently.
• Able to work independently or as part of a team and willing to learn and adapt to new situations.
• Proficient in managing and prioritizing tasks efficiently by allocating the right amount of time for each task, meet deadlines, avoid procrastination, and be more productive.
• Manage a steady workload without compromising the quality of work in high-pressure situations.
• Capable of delivering clear and concise messages using proper grammar, vocabulary, tone, and written or verbal communication.
• Schedule flexibility
• Incorporates feedback to identify areas of improvement, learn from their mistakes, and refine skills and approaches to achieve better outcomes.
• Demonstrate proficiency using Microsoft Office tools, including Excel, Word, and Outlook. Conduct effective internet searches, including search engines and other web-based tools, to find relevant information and resources.

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

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.

This job description is intended to provide guidelines for job expectations and the employee's ability to perform the position described. It is not intended to be construed as an exhaustive list of all functions, responsibilities, skills, and abilities. Additional functions and requirements may be assigned by supervisors as deemed appropriate. 

HomeServe USA is an equal opportunity employer.

Hourly Rate: $20.50 p/h

Salary : $21