Customer Service Specialist Tier I - Cost Authorization

Training for this position will start on August 31st.

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 seven 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 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 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

 

Essential Functions: 

Essential Job Function

% of Time on Function

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%

 

 

Total