Customer Service Specialist Tier I - Cost Authorization

HomeServe USA • Chattanooga, TN

10d • Hybrid

About The Position

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 seven 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. The Cost Authorization Specialist, Tier I is a beginner level Cost Authorization position which uses introductory level knowledge and training with a corresponding cost approval limit to ensure HomeServe USA controls repair costs, and meets customer service targets. The team collectively is responsible for the approvals of over $150M in annual repair spend. The primary responsibilities include taking calls directly from contractors to provide job status updates and reviewing/approving repair costs. This position validates and approves the requested cost within the parameters of the customers’ contract coverage or negotiates a better cost based on fair market value. The Cost Authorization Specialist, Tier I must be knowledgeable and familiar with Repair Management processes, HomeServe products and policies, pre-negotiated network contractor price agreements, policy terms and conditions, and prevailing industry rates. The incumbent ensures jobs are performed within negotiated or competitive rates for that market to assist in meeting underwriting targets.

Requirements

• 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.
• Apprentice or Journeyman license preferred.
• 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.

Nice To Haves

• Vocational/Trade school certificate preferred.
• Apprentice or Journeyman license preferred.
• Experience working in a call center environment is a plus.

Responsibilities

• Handle a high volume of calls from field contractors requesting approvals for repair costs associated with pending service jobs.
• Review and approve job costs for Emergency Recruit Contractors and jobs with special circumstances not identified or pre-negotiated on rate sheets.
• Accurately document conversations, agreements, and actions taken with contractors regarding job costs and tasks.
• Proactively communicate with customers to advise of claim status to meet KPI’s.
• Build excellent customer and contractor relationships during every interaction.
• Ensure and verify accuracy of job creation, job coding, and job details from creation to completion.
• Proactively contact customers or contractors to update Work-in-Progress service jobs.
• Resolve escalated customer and contractor issues.
• Educate customers on non-covered issues and out of pocket expenses.
• Act as a subject matter expert for Repair Management regarding residential repair terminology and techniques.
• Stay up to date with local codes, regulations, labor, and material costs.
• Assist with ad hoc projects as directed by Cost Authorization Supervisor or Team Lead.
• Work onsite during training is mandatory with the opportunity to transition to work from home based on successful completion of training, consistent performance, and business needs.

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

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED