Deployment Specialist

Home Serve 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 Home Serve 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 Home Serve, 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 Home Serve, you’re part of a growing team that’s working to make home repairs and improvements easy.

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 Home Serve 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.

• 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.

• Handle high volume of jobs awaiting deployment (30%)
• Use available tools and logic to accurately deploy jobs (30%)
• Provide proactive updates to the customer while making deployment attempts (20%)
• Provide agent and contractor feedback to improve efficiencies and customer experience (10%)
• Work with team and…