Deployment Specialist

Overview

Home Serve USA, a Brookfield Infrastructure Group portfolio company, is a Great Place to Work, and we’re proud to have been certified as such for the last ten years. We put people at the heart of everything we do, serving nearly 5 million customers and partnering with over 1,300 municipal and utility partners. We provide access to affordable home repair plans and strive to make home repairs easier, faster, and less expensive.

More than 1,500 people work here in a rewarding, inclusive and challenging career; diverse teams help us better serve our customers. No matter your role, you’re part of a growing team focused on making home repairs and improvements easy.

Position Overview:

The role of a Deployment Specialist is vital to achieving our customer service goals and metrics. 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 include following up with customers, assessing their needs, and assigning service requests to the best-suited Home Serve network contractor based on geography, trade category, contractor rankings, customer account status, and claims history.

When a network contractor is unavailable, you will identify, qualify, and recruit an emergency non-network contractor. You are empowered to take action, keep customers updated, explore 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 to ensure the customer is at the heart of each case
• Work with multiple departments at all levels to gather pertinent information to resolve customer scheduling concerns in a timely manner
• Provide contractor and agent feedback to improve efficiencies and customer experience

• Advocate for the customer's experience from the initial point of contact to the final resolution of any issues
• High school diploma or GED
• Demonstrates ability to manage work, time, and resources efficiently
• Strong aptitude for creative problem-solving using analytical thinking, ingenuity, and resourcefulness
• Tackle complex challenges and develop innovative solutions that add value to the organization
• Strong self-motivation and initiative to achieve goals
• Thrive in fast-paced environments 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 and meeting deadlines
• Ability to work under high-pressure conditions…