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. 

POSITION SUMMARY

The Partner Operations Analyst I will be responsible for processing customer requests (enrollments, cancellations, inquiries, billing solutions, etc.) to support Partner Operations. This position requires a strong attention to detail and critical problem solving skills. In addition, the Analyst I is responsible for identifying recurring issues, communication, and recommendations for driving improvement related to the same. A Partner Operations Analyst must have strong Excel skills.

POSITION RESPONSIBILITIES

• Effectively handle day to day transactional exception management for assignment partners.
• Ensure the integrity of our partner’s onbill processes by enforcing the appropriate system of metrics and internal controls.
• Manual processing of systematic procedures that fail such as failing payments, adding discounts to accounts, relogging payments, etc.
• Use and maintain Microsoft Excel worksheets to track productivity and completion of assigned projects and tasks.
• Document customer profiles with proper notations.
• Manage and process requests that are submitted from other departments for enrollments, cancellations, refunds, etc.
• Provide timely, effective communication on the status of activities.
• Meet all Productivity, Quality, and Efficiency standards as well as Key Performance Indicators (KPIs) set forth by leadership.
• Analyze partner onbill exceptions, categorize issues and/or trends and recommendations for issue/cause remediation.
• Review and report discrepancies in data received.
• Other duties and special projects as needed.

SKILLS & ABILITIES

• High School diploma
• Minimum of 4 years of data entry and analysis experience is required
• Very strong Microsoft Excel skills (this tool and skills will be utilized extensively daily)
• Proficient in using Microsoft Word and Outlook
• Strong analytical and problem-solving skills
• Ability to work independently (where you are expected to resolve customer issues on your own) as well as part of a team.
• Ability to effectively communicate; report all progress & improvements to manager and team.
• Must be able to build and maintain professional relationships during a highly stressful and fast-paced environment.
• Deadline & detail oriented
• Strong organizational and time management skills
• Ability to think logically when working on customer accounts.
• Critical thinking and analytical skills are required to perform daily tasks.
• Very strong Microsoft Excel skills (this tool and skills will be utilized extensively daily)

WORK ENVIRONMENT

• 5 days a week in office. The noise level in the work environment is usually moderate to low in office settings.

WHAT WE ARE LOOKING FOR

At HomeServe USA Corp., we put our people and our customers at the heart of everything we do, and we’re looking for someone who loves the work of compliance to join our team. A compliant organization is good for everyone so join us in supporting a culture that creates great employee experiences at an organization that cares. The right people for our team (1) care about what we do, the people on our teams, and the customers we serve, (2) are open and honest when communicating, (3) engage actively in work and office life, (4) are committed to growth, learning, and improving both self and the organization, (5) take ownership and collaborate well with to get to great outcomes, (6) share in the full team’s success. We need people who challenge convention, think differently, solve problems, and strive for continuous growth.

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.

We are an equal opportunity employer.