Company: HomeServe USA, Stamford, CT
Company Description: HomeServe USA is a market leading provider of emergency home repair service plans designed to provide homeowners with plumbing, electrical and HVAC services when they need it the most. HomeServe works with nation leading partners in the water, gas, electrical utilities and heating manufacturers sectors as well as providing service plans directly to customers under the HomeServe USA brand.
Nomination Category: Customer Service & Call Center Awards Individual Categories
Nomination Sub Category: Front-Line Customer Service Professional of the Year
Nomination Title: Joe Greco
Tell the story about what this nominee achieved since the beginning of July 2011 (up to 500 words). Focus on specific accomplishments, and relate these accomplishments to past performance or industry norms. Be sure to mention obstacles overcome, innovations or discoveries made, and outcomes:
Joe Greco joined the HomeServe USA family in November 2011 as one of our 150 proficient Inbound sales and service agents and since joining made an instant and thoroughly impressive impact on the department. From his very first month on the phones it was clear Joe was going to do great things in the world of sales and customer service as he exceeded his sales goal at 169% to target, hit 173% of his upgrade goal and 148% of his continuous conversion goal while maintaining an average quality rating of 99.31% on screened calls against an extensive compliance and customer service screening criteria – not bad for the new kid on the block!
The impressive performance didn’t stop there and Joe quickly became one of our elite sales and service agents. Year to date Joe has averaged the following performance against his key performance indicators:
• 124% to new sales goal - Welcoming over 1,050 new policy holders to our business
• 204% to upgrade goal - Achieving over 1,150 cross sales worth over $115k of revenue to the business
• 194% to continuous conversion goal- Converting over 2,100 customers to a preferred continuous payment method
• 97.1% quality rating across all calls screened versus a 95% goal
• 96.3% schedule adherence versus a 93% goal
As a role model employee Joe has achieved the impressive performance levels above with a perfect attendance record and really continues to set the benchmark of what an excellent customer service and sales executive looks like. As a result of these accolades Joe has been recognized twice so far YTD as the Inbound department Employee of the month, a feat which no other agent has ever won twice in a 12 month period.
Away from the stats though is where Joe’s most impressive achievements lie, having received an unprecedented 7 customer commendations YTD from delighted customers who go out of their way to pass on their feedback to our supervisors due to the high level of service Joe provides when handling their inbound sales and service calls. All of the commendations mention Joe’s professionalism, patience and extensive knowledge to make sure our customers have a true understanding of the products and services they hold or decide to purchase when speaking with Joe.
Amongst his peers Joe is supportive, considerate, respectful and always willing to help. He is constantly used as a mentor and coach by the leadership team to benefit both new and existing staff and his humility and expertise are perfectly balanced to compliment this learning method.
Here at HomeServe we truly strive to deliver world class customer service to our customers and are incredibly proud of all of our sales and service agents, but when we look at Joe and what he has achieved so far in his career with us, we know we have a true industry leading front line customer service professional, who we hope you will agree is worthy of this prestigious award.
Provide a brief (up to 100 words) biography about the nominee:
Joe is a true customer service professional with over 30 years experience in sales and customer service including 10 years in automobile sales, and 20 years in telemarketing for church directories. Since joining the business Joe has become an integral part of the team and is very popular and respected by his peers. Joe enjoys the challenge of building rapport with callers and striving to exceed their expectations whether resolving an issue they have or selling them a new product or service.