Customer Service Specialist Tier I - Cost Authorization
HomeServe USA, Chattanooga, TN, United States
Training for this position will start on June 8th.
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. The team collectively is responsible for the approvals of over $150M in annual repair spend. The primary responsibilities include taking calls directly from contractors to provide job status updates and reviewing/approving repair costs. This position validates and approves the requested cost within the parameters of the customers’ contract coverage or negotiates a better cost based on fair market value. The Cost Authorization Specialist, Tier I must be knowledgeable and familiar with Repair Management processes, HomeServe products and policies, pre‑negotiated network contractor price agreements, policy terms and conditions, and prevailing industry rates. The incumbent ensures jobs are performed within negotiated or competitive rates for that market to assist in meeting underwriting 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 KPIs.
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.
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.
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.
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) and 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 overtime during peak demand.
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
Hourly Rate: $18.50 p/h
Minimum Physical Requirements
The physical demands described represent those that must be met by an employee to successfully perform the essential functions of this position. Reasonable accommodations may be made to enable individuals with disabilities to perform the functions of the position for which they work. While performing the duties of this position, the employee is regularly required to listen, talk and hear. The employee frequently is 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. The employee is occasionally required to stand; walk; sit; and reach with hands and arms. The employee must occasionally 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.
HomeServe USA is an equal opportunity employer.
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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. The team collectively is responsible for the approvals of over $150M in annual repair spend. The primary responsibilities include taking calls directly from contractors to provide job status updates and reviewing/approving repair costs. This position validates and approves the requested cost within the parameters of the customers’ contract coverage or negotiates a better cost based on fair market value. The Cost Authorization Specialist, Tier I must be knowledgeable and familiar with Repair Management processes, HomeServe products and policies, pre‑negotiated network contractor price agreements, policy terms and conditions, and prevailing industry rates. The incumbent ensures jobs are performed within negotiated or competitive rates for that market to assist in meeting underwriting 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 KPIs.
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.
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.
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.
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) and 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 overtime during peak demand.
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
Hourly Rate: $18.50 p/h
Minimum Physical Requirements
The physical demands described represent those that must be met by an employee to successfully perform the essential functions of this position. Reasonable accommodations may be made to enable individuals with disabilities to perform the functions of the position for which they work. While performing the duties of this position, the employee is regularly required to listen, talk and hear. The employee frequently is 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. The employee is occasionally required to stand; walk; sit; and reach with hands and arms. The employee must occasionally 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.
HomeServe USA is an equal opportunity employer.
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