Contractor Onboarding & Support Lead

HomeServe USA Corp.; Chattanooga (TN); On-site; USD 60,000 - 90,000; Full time

Benefits offered by this job

Competitive compensation

Career development and advancement

Casual attire throughout the week

Friendly, open and team oriented work

Excellent medical, vision, dental and

Life & disability insurance

401(k) plan with company match

Eligibility to enroll in HomeServe how

Job summary

HomeServe USA Corp. is seeking a Contractor Onboarding & Support Specialist to lead onboarding, ongoing training, and support for our national contractor network delivering residential plumbing, electrical and HVAC repairs.

This role focuses on elevating contractor performance, training effectiveness, and strong customer outcomes across territories. You will analyze data, coordinate with ROMs and recruiter teams, and drive improvements while ensuring adherence to HomeServe standards and

Qualifications

• Strong communication skills, including presentation skills.
• Excellent time management and organizational abilities.
• Prior training experience is a plus.
• Ability to manage conflict.
• Independent self-starter who can collaborate cross-functionally.
• Strong ability to analyze data and develop tactical responses to improve contractor performance.
• Proficient in Microsoft Office Suite.

Responsibilities

• Lead and encourage contractors to adopt state-of-the-art advancements and techniques to enhance productivity and the customer experience.
• Provide initial and ongoing training of contractors.
• Establish a rapport with key contractor personnel at operations and management levels.
• Ongoing calibration via data analysis of contractor network. Making assessments based on various sources of data and presenting the business case for modifications to impact overall metric.
• Resolve customer complaints and take the necessary corrective action with contractors to prevent recurrence.
• Assist contact center to deliver quality service.
• Monitor industry related trends for opportunities to improve HomeServe and/or Contractor’s business operations.
• Monitor and improve internal KPI goals established for contractor network.
• Remain current on national and regional regulatory standards and codes.
• Responsible for managing contractor calls as needed.
• Identifying areas with existing coverage gaps or taking preemptive action when a change will be coming, to ensure lower ERC usage.
• Consistently tracking job rejection levels and using the information to project future business needs and start moving to cover them through the different departments
• Audit the initial contractor setup and recruiter-gathered information for accuracy and act as a liaison to get the changes made, if needed.
• Present data-led findings during bi-weekly meetings to the ROM’s and Directors to ensure all departments are moving in lockstep to solve for Level 2 and ERC needs.
• Working with the recruiting department to ensure contractors are moved from signup through training and into the network as quickly and smoothly as possible
• Identify contractors that are not following HS processes and implement additional training to ensure success.
• Act as a support for the territory ROM to keep the area covered and helping to identify and remove contractors that aren’t up to par.
• Ensure the contractor network information is kept up to date with any necessary changes due to staff turnover, service area moves, illness or injury, license additions or losses, and much more. All of these could necessitate product line, status or service area changes and need to be constantly monitored.

Skills

Communication skills

Time management

Training experience

Conflict management

Self-starter

Data analysis

MS Office

Tools

Microsoft Office Suite

Job description

HomeServe USA Corp. is seeking a Contractor Onboarding & Support Specialist to lead onboarding, ongoing training, and support for our national contractor network delivering residential plumbing, electrical and HVAC repairs.

This role focuses on elevating contractor performance, training effectiveness, and strong customer outcomes across territories. You will analyze data, coordinate with ROMs and recruiter teams, and drive improvements while ensuring adherence to HomeServe standards and