Contractor Onboarding and Support Specialist

HomeServe USA • Chattanooga, TN

6d

About The Position

The Contractor Onboarding and Support Specialist supports HomeServe’s contractor network in delivering customer service for residential plumbing, electrical, and HVAC repairs. The role manages contractor performance, provides onboarding and ongoing training on the “HomeServe Way,” and works with Regional Operations Management and Contractor Recruitment to maintain appropriate geographic coverage and meet quality standards. The position also analyzes contractor-network data, identifies coverage and performance issues, develops business recommendations, and supports customer service and operational objectives.

Requirements

• Strong communication skills, including presentation skills.
• Superior time-management and organizational skills.
• Ability to manage conflict.
• Ability to work independently and collaboratively with multiple cross-functional organizations.
• Strong ability to analyze data and develop tactical responses to improve contractor performance.
• Proficiency with Microsoft Office Suite.

Nice To Haves

• Prior training experience.

Responsibilities

• Encourage contractors to adopt advancements and techniques that improve productivity and the customer experience.
• Conduct contractor onboarding and provide initial and ongoing training.
• Build relationships with contractor personnel at operational and management levels.
• Analyze contractor-network data, assess performance, and present recommendations for modifications to improve metrics.
• Resolve customer complaints and take corrective action with contractors to prevent recurrence.
• Assist the contact center in delivering quality service.
• Monitor industry trends and identify opportunities to improve HomeServe or contractor operations.
• Monitor and improve internal KPI goals for the contractor network.
• Stay current on national and regional regulatory standards and codes.
• Manage contractor calls as needed.
• Identify existing or anticipated coverage gaps and take action to reduce ERC usage.
• Track job rejection levels, use the information to project future business needs, and coordinate coverage efforts across departments.
• Audit initial contractor setup and recruiter-collected information for accuracy, and coordinate needed corrections.
• Present data-led findings in bi-weekly meetings with Regional Operations Managers and Directors to coordinate responses to Level 2 and ERC needs.
• Coordinate with Recruiting to move contractors from signup through training and into the network efficiently.
• Identify contractors who are not following HomeServe processes and provide additional training.
• Support the territory Regional Operations Manager in maintaining coverage and identifying contractors who do not meet standards.
• Keep contractor-network information current, including changes to staffing, service areas, illness or injury, licenses, product lines, and status.

Benefits

• Competitive compensation.
• Career development and advancement opportunities.
• Casual attire throughout the week.
• Friendly, open, and team-oriented work atmosphere.
• Medical, vision, dental, life, and disability insurance.
• 401(k) plan with company match.
• Eligibility to enroll in up to two HomeServe coverage plans paid for by the company.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed