Customer Service Specialist Tier I - Cost Authorization

Position Overview

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.

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.

Essential Functions

• Handle a high volume of calls from field contractors requesting approvals for repair costs associated with pending service jobs including communicating non-covered events and out-of-pocket costs to customers. (50%)
• Resolve escalated customer and contractor issues. (15%)
• Assist with ad hoc projects as directed by Cost Authorization Supervisor or Team Lead. (10%)
• Accurately document conversations, agreements, and actions taken with contractors regarding job costs and tasks. (25%)

Job Requirements

• High school diploma or GED required. Vocational/Trade school certificate preferred.
• 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.

Minimum Physical Requirements

• Regularly required to listen, talk and hear.
• Frequently required to use hands or fingers, handle or feel objects, tools, or controls while executing tasks like working on a computer or talking on the telephone.
• Frequently required to stand; walk; sit; and reach with hands and arms.
• Occasionally required to lift and/or move up to 15 pounds.
• Specific vision abilities required by this position include close vision, distance vision, and the ability to adjust focus.
• The noise level in the work environment is usually moderate to low.

Benefits

• Competitive compensation
• Career development and advancement opportunities
• Casual attire throughout the week
• Cool, 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

Hourly Rate

$18.50 p/h

Pay

Commensurate with experience

Schedule

Shifts vary based on business needs