Supervisor, Contractor Administration

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, Contractor Admin provides operational leadership to the Contractor Administration team. This position is responsible for managing a team of Contractor Invoicing Specialists and Claims Admin Specialists to ensure timely and accurate payments to contractors on more than 400,000 claims yearly exceeding $250 million and to provide world class customer service by dispositioning over 6,500 customer reimbursement requests in accordance with established SLAs. This position is responsible for communicating and coordinating with contractors, leadership, and various departments across the company to resolve contractor and customer escalations. The Supervisor, Contractor Admin also manages a variety of other projects including financial underwriting reporting, account reconciliations, extensive contractor cost/process audits, as well as system support, training, and troubleshooting for the entire contractor network.

Responsibilities

• Manage Contractor Administration staff and ensure the proper handling of a high volume of claims and customer reimbursement requests
• Provide ongoing coaching and development to other team members including, but not limited to training, quality monitoring, and performance management
• Monitor workload and assign projects to team, ensuring the work is balanced and completed with the highest possible accuracy within the established SLAs
• Support HSUSA contractors with all things related to invoice processing, system questions, and general support
• Coordinate with Account Payables and Operations departments on contractor payment issues, system profile accuracy, and account reconciliations
• Audit contractor accounts for service agreement, rate card, and process compliance
• Manage aged service jobs, exceptions review, admin fee program, and inter-departmental trainings on contractor operations processes
• Validate and approve all customer reimbursement requests
• Coordinate resolution for all levels of escalated issues including those identified by customers, partners, management, CAT, Critical case and other sources
• Identify, document, & implement process efficiencies for Contractor Invoicing and Customer Reimbursement policies and procedures
• Manage KPI’s/Metrics and Bonus programs for the department
• Manage the Work-in-Progress through job life cycle from completion to payment to meet KPI’s
• Proactively communicate with employees, peers, and customers
• Build excellent internal and external customer and contractor relationships during every interaction
  
  

Job Requirements

• College degree or 2+ years in leadership positions in a customer service environment
• This position is onsite 5 days a week in HomeServe’s contact center in Chattanooga, TN
• Proficient with computer applications including Word, Excel, PPT, and Outlook
• Excellent data entry skills
• Strong communication and interpersonal skills
• Adept at managing multiple priorities and tasks in a fast-paced environment
• Organization and attention to detail
• Solution oriented and self-driven
• Good knowledge of home repair methods such as plumbing, HVAC, and electrical
• 2+ years of administrative or business operations experience
  
  

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
  
  

Salary Range: $49,626.00 to $66,168.00

Bonus Potential: 5%

The wage range for this role takes into account the wide range of factors that are considered in making compensation decisions including but not limited to seniority, merit, geographic location where the work is performed, education, experience, travel requirements for the job, and/or other business and organizational needs.

HomeServe USA is an equal opportunity employer.

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