Customer Relations Operations Specialist

2 weeks ago

Chattanooga, Tennessee, United States HomeServe USA Full time

Company Overview:
HomeServe USA, part of the Brookfield Infrastructure Group, is recognized as a premier workplace, having earned the Great Place to Work certification for five consecutive years. Our mission centers around placing individuals at the forefront of our operations, ensuring we meet the needs of nearly 5 million customers facing home repair emergencies.

Position Summary:
We are seeking a dedicated Operations Case Manager to enhance our customer experience by resolving escalated issues effectively. This role is pivotal in maintaining our commitment to customer satisfaction and involves direct interaction with various stakeholders, including attorneys, regulators, and underwriters.

Key Responsibilities:
As an Operations Case Manager, you will:

  • Engage with customers and legal representatives to address high-level escalations.
  • Collaborate with internal teams to manage consumer legal matters and regulatory inquiries.
  • Conduct thorough investigations into complaints received by executive offices, ensuring meticulous attention to detail.
  • Prepare case files and support documentation for litigation and regulatory requests.
  • Draft and deliver clear, concise communications to customers and internal partners.
  • Analyze complaint data to identify trends and provide insights for continuous improvement.
  • Serve as a mentor within the team, fostering a collaborative and supportive environment.

Qualifications:
The ideal candidate will possess:

  • A college degree and a minimum of two years of experience in customer service.
  • Strong organizational skills and the ability to manage multiple priorities in a fast-paced environment.
  • Exceptional written and verbal communication abilities.
  • Experience in a legal or corporate setting is advantageous.
  • Proficiency in Microsoft Office Suite.

Work Environment:
This role requires a proactive approach to problem-solving and the ability to maintain professionalism under pressure. Candidates should be comfortable working autonomously while contributing to a team-oriented atmosphere.

Benefits:
HomeServe USA offers competitive compensation, career development opportunities, and a comprehensive benefits package, including medical, dental, and retirement plans.

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