Company Overview:

HomeServe USA, a Brookfield Infrastructure Group portfolio company, is a Great Place to Work, and while we’re biased, we’re not just saying that. We’re proud to have been certified as a Great place to Work the last five years. What does HomeServe do and what makes it so great? Well, we’re glad you asked! 

We put people at the heart of everything we do. That’s priority number one for all of us. For the nearly 5 million customers we serve, that means being there when they have an emergency home repair need, such as getting their a/c working, clearing their clogged pipes, or fixing broken electrical systems. With over 1,300 municipal and utility partners, that means providing their customers with access to affordable home repair plans, making it easier, faster and less expensive to have their home repair needs met. And for the more than 1,500 people working alongside us, it means fostering a rewarding, inclusive and challenging career experience that we think is second to none. At HomeServe, everyone is welcome. We know that having diverse teams has a positive impact on our work and ultimately helps us better serve our customers. 

No matter your role at HomeServe, you’re part of a growing team that’s working to make home repairs and improvements easy. 

 

Position Overview:

The Manager, Inbound Sales and Service, reports to the Director, Inbound Sales and Service and is responsible for daily operations of the Inbound Sales and Service Department.  This includes, but is not limited to: Call Center metrics, employee management, vendor management, projects, complaints, employee training, training material, scheduling and other duties as assigned.   

 

Responsibilities:

Manage daily activities of the Inbound Sales and Service team as assigned by the Director. Work with the Director to support Supervisors to meet daily, weekly, and monthly corporate and partner goals. Assist the Vendor Manager with managing the performance of any third party call centers who handle calls for Inbound Sales and Service. Manage other vendor relationships which interact directly with Inbound Sales and Service. Provide leadership on projects assigned. Represent the organization in various meetings with the client and management team. Ensures that the actions of the group are met and are in line with client goals. Ad hoc projects. Other Duties as assigned. Director roles should include the word strategic overview and responsibilities

 

Job Requirements:

College degree preferred A minimum of 3 years of experience working in a call center; 1+ years of Supervisor/Management experience Demonstrated success in leading team performance Excellent communication skills (verbal and written) and ability to overcome objections Good interpersonal, influencing and team building skills Strong time management and organizational skills Proficient with computer applications including Word, Excel, Outlook and PowerPoint Ability to prioritize deliverables and meet deadlines in a fast-paced environment Schedule flexibility

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.

 

This job description is intended to provide guidelines for job expectations and the employee's ability to perform the position described. It is not intended to be construed as an exhaustive list of all functions, responsibilities, skills, and abilities. Additional functions and requirements may be assigned by supervisors as deemed appropriate.   

 

 

HomeServe USA is an equal opportunity employer.