Customer Service Specialist Tier I - Cost Authorization

HomeServe USA; Chattanooga (TN); On-site; USD 21,025 - 29,945; Full time

Benefits offered by this job

Competitive compensation

Career development opportunities

Casual attire

Generous medical and dental insurance

401(k) plan with company match

Job summary

A leading home repair service provider is seeking a Cost Authorization Specialist, Tier I in Chattanooga, TN. This entry-level role handles calls from contractors to approve repair costs and provide job status updates. Required qualifications include a high school diploma, 1-2 years of job costing experience, and strong organizational and communication skills. The role offers competitive hourly pay, career development opportunities, and supportive work conditions with comprehensive benefits.

Qualifications

• 1-2 years of estimating or job costing experience.
• Broad knowledge of home repair methods, particularly plumbing, HVAC, and electrical trades.
• Experience handling difficult situations and providing excellent customer service.

Responsibilities

• Handle a high volume of calls requesting approvals for repair costs.
• Review and approve job costs for special circumstances.
• Document conversations and actions taken with contractors.

Skills

Detail oriented

Organizational skills

Problem-solving skills

Strong communication skills

Data entry skills

Education

High school diploma or GED

Tools

Microsoft Excel

Microsoft Word

Microsoft Outlook

Job description

Training for this position will start on 1/26/26.

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.

Essential Functions

• 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%
• Full obligation of time accounted to 100%

Job Requirements

• High school diploma or GED required. Vocational/Trade school certificate preferred.
• 1 – 2 years of estimating or job costing experience
• Broad knowledge of home repair methods with 1 – 2 years plumbing, HVAC, and/or electrical trades experience.
• Apprentice or Journeyman license preferred.
• Detail oriented and shows strong data entry and documentation skills.
• Experience handling and diffusing difficult situations.
• Great organizational, time management, and independent problem-solving skills with the ability to work in a team environment.
• Self-driven and demonstrates the ability to thrive in a fast-paced environment.
• Strong written and verbal communication skills.
• Ability to work under the pressure of a steady workload.
• Ability to manage multiple priorities with a high sense of urgency.
• Strong customer service track record.
• Experience working in a call center environment is a plus.
• Ability to retain detailed information.
• Proficient PC skills including Microsoft Office tools (Excel, Word, Outlook), as well as internet search skills
• Must have shift flexibility and be able to work 5 – 8 hour shifts or 4 – 10 hour shifts, and the ability to work evenings and weekends.
• Ability to work OT during peak demand.

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

Hourly Rate: $18.50 p/h

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.

HomeServe USA is an equal opportunity employer.