HomeServe Back Office Analyst I in Chattanooga, Tennessee

Responsibilities

The Back Office Analyst I will be responsible for processing customer requests (enrollments, cancellations, correspondence, inquiries, billing resolutions, etc) to meet business objectives.

Process enrollment forms for all products and services in a timely manner.

  • Use and maintain MS Excel worksheets to track productivity and completion of assigned projects and tasks.

  • Document customer profiles with proper CMS notation.

  • Manage and process requests that are submitted from call center reps for manual service agreements, terms and conditions and other forms of proof of coverage.

  • Update current customer profiles per customer requests (email, postal, etc)

  • Contact Customers to obtain missing information in order to fulfill customer requests (enrollments, cancellations, upgrades, refunds, etc).

  • Maintain spreadsheets and perform mail merges in order to print and mail letters/documents to customers.

  • Process customer correspondence.

  • Respond to Chargeback Disputes to credit card company/bank as well as documenting customer accounts accordingly.

  • Manual processing of systematic procedures that fail such as failing payments, web enrollments, reclogging payments, etc.

  • Meet all Productivity, Quality, and Efficiency standards set forth by leadership.

  • Analyze work assigned and report opportunities.

  • Maintain department Quality and Handle Time SLA’s.

  • Other duties and special projects as needed.

Qualifications

  • High School diploma; some college coursework preferred.

  • Must be able to build and maintain professional relationships during a highly stressful and fast paced environment.

  • Must demonstrate strong communication/negotiation skills both verbally and written.

  • Feel comfortable working in an autonomous environment where you are expected to resolve customer’s issues on your own.

  • Ability to type 30+ wpm.

  • Skilled at obtaining and using proper HomeServe mail codes for coverage enrollments is a plus.

  • Great organizational and time management skills.

  • Proficiency working with Microsoft Office tools (Excel, Word, Outlook) ◦ Administrative tasks are a key importance in this role.

  • Ability to think logically when working on customer accounts.

  • Critical thinking and analytical skills are required to perform daily tasks.

In return we offer

  • Competitive compensation

  • Career development and advancement opportunities

  • Business-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

HomeServe USA is an affirmative action / equal opportunity employer.

Job ID2018-2767

CategoryContact Center Operations