Contractor Onboarding and Support Specialist

About the role

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 ten 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.

Position Overview: In this highly visible and demanding role the Contractor Onboarding & Support Specialist will be responsible for supporting a world class contractor network to deliver superior customer service for residential plumbing, electrical and HVAC repairs. This role will help achieve corporate financial and customer service objectives by effectively managing contractor performance and training contractors on the “HomeServe Way”. The Contractor Onboarding & Support Specialist will conduct onboardings, provide contractor support, and work in conjunction with the Regional Operations Management team and Contractor Recruitment team to ensure proper coverage within specific geographic territories to meet or exceed HomeServe quality standards.

Responsibilities

• Lead and encourage contractors to adopt state-of-the art advancements and techniques to enhance productivity and the customer experience.
• Provide initial and on-going training of contractors.
• Establish a rapport with key contractor personnel at operations and management levels.
• Ongoing calibration via data analysis of contractor network.
• Making assessments based on various sources of data and presenting the business case for modifications to impact overall metric.
• Resolve customer complaints and take the necessary corrective action with contractors to prevent recurrence.
• Assist contact center to deliver quality service.
• Monitor industry related trends for opportunities to improve HomeServe and/or Contractor’s business operations.
• Monitor and improve internal KPI goals established for contractor network.
• Remain current on national and regional regulatory standards and codes.
• Responsible for managing contractor calls as needed.
• Identifying areas with existing coverage gaps or taking preemptive action when a change will be coming, to ensure lower ERC usage.
• Consistently tracking job rejection levels and using the information to project future business needs and start moving to cover them through the different departments.
• Audit the initial contractor setup and recruiter-gathered information for accuracy and act as a liaison to get the changes made, if needed.
• Present data-led findings during bi-weekly meetings to the ROM’s and Directors to ensure all departments are moving in lockstep to solve for Level 2 and ERC needs.
• Working with the recruiting department to ensure contractors are moved from signup through training and into the network as quickly and smoothly as possible.
• Identify contractors that are not following HS processes and implement additional training to ensure success.
• Act as a support for the territory ROM to keep the area covered and helping to identify and remove contractors that aren’t up to par.
• Ensure the contractor network information is kept up to date with any necessary changes due to staff turnover, service area moves, illness or injury, license additions or losses, and much more. All of these could necessitate product line, status or service area changes and need to be constantly monitored.

Essential Functions

• Onboarding and supplementary trainings of contractors — 30%
• Data analysis and modifications — 35%
• Project management — 15%
• Presenting business recommendations to partners — 20%

Requirements

• Strong communication skill – including presentation skills
• Superior time management and organizational skills
• Prior training experience a plus