HomeServe 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 six 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 4.7 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 1,000 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 2,500 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.

Position Overview:

As an STS Manager at HomeServe, you’ll develop and strengthen relationships with utility and non-utility STS partners by understanding their needs; remaining in regular, thoughtful, contact; and by functioning as their advocate within the organization. You’ll support STS partners by providing them information about their performance through various reports, addressing escalated customer support issues, and managing the STS material approval process. Maintaining a balanced approach to STS partner relationships is critical to this role and requires the capability of knowing how to communicate corporate initiatives to achieve partner buy-in.

Additionally, you’ll identify growth opportunities with existing STS partners, network within the partner account, and leverage internal knowledge to benefit your STS partners. You’ll achieve this by building strong internal relationships with various departments within the organization including marketing, operations, IT, customer service and our contact center.  This high-impact position reports to the Sr. Director of Sales Through Service and is an integral part of the organization.

We’re looking for someone solution-oriented and that really wants to listen, address concerns and make things happen. Self-starters thrive in this role, especially when they understand the value of working as a team.

Job Responsibilities:

Drive STS sales by managing the STS partner relationships. Performance analysis of partner STS programs; present results and strategic insights to partner and company leadership teams. Continually improve sales performance by script reviews, call monitoring, and reviewing agent performance. Conduct training for new launches, skill training (how to pitch sale and overcoming objections) or refresh programs. Develop and present formal and informal presentations on new services, products, channels, and territories to key stakeholders. Drive growth by adding cross sell products and new territories with the current STS partners. Investigate and resolve partner escalated issues. Develop and analyze STS metrics and data -- highlight any key performance trends. Highlight STS budget/forecast deficits and opportunities

Essential Functions:

Essential Job Function

% of Time on Function

 Develop STS partner relationships to drive STS sales growth

 40%

 Resolve issues preventing enrollments from HS and partner systems

 30%

 Improve STS performance through script reviews, call monitoring, and developing agent incentives

 30%

Total

100%

Job Requirements:

Bachelor’s degree. A minimum of 3 years of account management in call center or marketing or 3 years of call center management. Strong interpersonal, communication, and presentation skills. Ability to manage multiple, competing priorities. Superior organizational, planning and project management skills. Intermediate Word and PowerPoint skills. Advanced Excel skills. Able to travel up to 30% consistently throughout the year. Able to work in a fast-paced, dynamic, and growth-oriented organization. Excellent written and verbal communications skills. Comfort with public speaking, crafting delicate messages via email and able to have a strong presence in a room. P&L experience is a plus.

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.   

In Return, We Offer:    

Competitive compensation Career development and advancement opportunities 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

Salary Range: $89,712.36 to $119,616.48

Annual Bonus Potential: 10% 

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