Office of The President Tier I

$42,702 - $56,930/Yr

HomeServe - Chattanooga, TN

Full-time - Entry Level

Chattanooga, TN

Specialty Trade Contractors

About the position

The Customer Advocate Team Specialist at HomeServe USA plays a crucial role in ensuring customer satisfaction by addressing internal escalations and resolving complaints. This position requires strong communication skills, critical thinking, and the ability to work autonomously in a fast-paced environment. The specialist will interact directly with customers through various channels, providing timely and effective solutions to their issues while maintaining a focus on the company's values and customer-centric approach.

Responsibilities

• Handle mid-level internal escalations and complaints, including receiving, investigating, resolving, replying, and reporting.
• Manage internal survey feedback and educate customers on coverage details according to company policies.
• Collaborate with multiple departments to gather information necessary for timely resolution of customer concerns.
• Stay updated on product and service options, terms, and conditions.
• Set customer expectations and provide timely updates throughout the complaint resolution process.
• Build and maintain strong relationships with customers and contractors during interactions.
• Interpret company policy and use good judgment in handling difficult situations while ensuring customer satisfaction.
• Process requests for refunds and redress in accordance with product terms and conditions.
• Document all customer interactions and actions taken during the complaints management process.
• Prepare verbal and written responses to customers and internal partners within specified time frames.
• Track and report key performance indicators to various levels within the company.

Requirements

• College degree and 1 year of customer service experience or 5 years of complaint handling experience.
• Exceptional verbal and written communication skills in English; bilingual skills are a plus.
• Ability to make bold decisions and handle situations with integrity.
• Strong interpersonal, influencing, and team-building skills.
• Proficient in computer applications including Word, Excel, Outlook, and PowerPoint.
• Excellent time management and prioritization skills.

Nice-to-haves

• Experience in a fast-paced customer service environment.
• Familiarity with complaint management systems.

Benefits

• Competitive hourly wage ranging from $20.53 to $27.37.
• Full-time employment with potential for overtime during peak periods.