Deployment Specialist

HomeServe USA is a company dedicated to providing essential home repair services, ensuring customer satisfaction through prompt and high-quality service. The Deployment Specialist plays a vital role in managing service requests, deploying jobs to contractors, and maintaining customer relationships to achieve service goals.

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

Skills

• 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

Benefits

• 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

Company Overview