Supervisor, Complaints Position Available In Hamilton, Tennessee

Supervisor, Complaints

Job Category:

Contact Center Leaders

Requisition Number:

SUPER008145

ing Details
ed: April 9, 2025
Full-Time
Locations
Showing 1 location
Chattanooga, TN
Chattanooga, TN, USA
Job Details
Description
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 Supervisor, Complaints reports to the Sr. Manager, Customer Experience and partners with operational leadership to ensure that the overall complaint handling resolutions and customer experience meets company, regulatory and partner expectations.

Responsibilities:

Has day to day overall control of L2 and L3 complaint handling employees. Responsible for a team of c.10-13 FTE
Supports and helps resolve any team or customer issues that require further escalation
Ensures complaint handling staff are trained and competent in the diverse number of escalation channels, to ensure regulatory, legal and partner expectations are exceeded.
Completing regular 121 and team meetings to ensure the team stays informed, engaged and motivated.
Receives assignments in the form of objectives and determines how to use resources to meet schedule and goals. Recommends changes to policies and establishes procedures that affect performance. Works on issues of diverse scope where analysis of situation or data requires evaluation of a variety of factors, including an understanding of current business trends. Follows processes and operational policies in selecting methods and techniques for resolving customer dissatisfaction
Ensures the Team Lead and self performs regular coaching and development of team to ensure continued growth and success
Ensures that employees meet 100% resolution of goals for all complaints promptly, providing responses and redress that address the complainant’s concerns Develops and administers schedules, performance requirements, may have limited budget responsibilities.
Analyzes and resolves work problems and assists employees in solving work problems.
Confers with The People Team (Human Resources) to resolve employee grievances.
Collaborate with trainers and quality assurance leadership to establish a success team that demonstrates, supports and reinforces best-in-class customer service practices.
Maintain proper documentation of call performance and associated corrective measures as applicable.
Provides professional feedback and accurate, detailed reporting to engage internal and external colleagues.
Support new hire and on-going training initiatives in relation to complaint handling, as needed.
Conduct and participate in complaint handling calibration meetings with both internal and external stakeholders.
Stay up to date on new products, procedures and marketing initiatives.
Initiates or suggests plans to motivate employees to achieve work goals.
Maintains time and production records.
Confers with other supervisors to coordinate activities of individual departments.

Essential Functions:

Essential Job Function
% of Time on Function
Team leadership; providing coaching, feedback, attendance and performance tracking
80%
Manages Supervisor escalations
10%
Reporting
5%
Projects
5%
Total
100%

Job Requirements:

A bachelor’s degree in a related field or two (2) years of relevant experience.
Two (2) years of supervisory experience which required time management and organizational skills.
A minimum of 6 months of experience performing disputes resolution, ideally in a call center environment.
High level of attention to detail.
Proficiency in MS Office products and in the use of a personal computer.
Must be able to implement metrics-driven plans and make tactical adjustments as necessary with limited assistance.
Ability to analyze key data and create actionable tactics.
Ability to identify, adjust, and implement best practices.
Ability to manage and maintain a high performing team that models the principles and values of the company with little assistance.
Must be able to communicate effectively and professionally, verbally and in writing, to all segments of the company.
A minimum of 12 months of experience working in a call center.
Must be available to work Monday through Friday – shifts are typically between 8am and 7pm. Flexibility and occasional weekend work may be required in peak seasons.
High level of attention to detail
Experience monitoring, coaching and performance managing seasoned team employees
Exceptional communications skills (both verbal and written)
Good interpersonal, influencing and team building skills
Ability to multi-task, prioritize deliverables and meet deadlines in a fast-paced environment
In return, we offer:
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

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.
Equal Opportunity Employer
This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.