Customer Service Specialist Tier I - Cost Authorization

Summary: HomeServe USA is a company that focuses on providing affordable home repair plans and exceptional customer service. They are seeking a Cost Authorization Specialist, Tier I who will handle calls from contractors for job status updates and approve repair costs while ensuring customer service targets are met. 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 - Work onsite during training is mandatory with the opportunity to transition to work from home based on successful completion of training, consistent performance, and business needs Required Qualifications: - High school diploma or GED required - 1 – 2 years of estimating or job costing experience - Broad knowledge of home repair methods with 1 – 2 years plumbing, HVAC, and/or electrical trades experience - 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 - 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 Preferred Qualifications: - Vocational/Trade school certificate preferred - Apprentice or Journeyman license preferred - Experience working in a call center environment is a plus Required Skills: Estimating, Job costing, Plumbing, HVAC, Electrical trades, Apprentice, Journeyman license, Data entry, Microsoft Office, Internet search, Customer service Benefits: Competitive compensation, Career development and advancement opportunities, Casual attire throughout the week, Friendly, 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