HomeServe USA Customer Service Department of the Year

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Company: HomeServe USA
Company Description: HomeServe USA is a market leader in emergency repair service plans designed to provide homeowners with plumbing, electrical and HVAC repair services when they need it the most. Operating in North America since 2003 and with impressive year on year growth, now works with more than 50 partners to provide best-in-class repair service plans to more than 1.8 million customers.
Nomination Category: Customer Service Awards Department Categories
Nomination Sub Category: Customer Service Department of the Year - All Other Industries

Nomination Title: HomeServe USA

Tell the story about what this nominated department achieved since the beginning of July 2014 (up to 650 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:

HomeServe is a national 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 has serviced customers in North America since 2003 and in 2015 celebrated our 2 millionth customer and 3 millionth repair plans.

Handling 2,336,913 calls annually with a <23 sec average speed to answer!

HomeServe operates with a culture of collaboration, open communication and a strong belief that if you take care of your employees, they will take care of your customers. Employees have direct access to all levels of management up to and including the CEO, who fully promotes this and personally responds to every employee communication he receives. The CEO also holds bi-annual small roundtable meetings with every employee where they are encouraged to provide suggestions, ask questions or discuss concerns. This strong employee/customer culture is demonstrated by:

• 93% Employee engagement score
• 2.2% Industry low monthly attrition
• 98.1% WOW rating from customers post call
• 98% Mystery Shopper score

 

Representatives are fully empowered to do everything possible to support our customers. For example when Becca one of our customer service reps spoke to a customer this summer who needed an AC repair but didn’t have the correct coverage. This customer was an elderly, single parent of a child with special needs and on a fixed income. Although she knew the customer didn’t have the right coverage Becca escalated the situation requesting a “goodwill” repair and due to Becca’s ownership, this repair was approved and the customer helped at their time of need. This is just one of many examples of WOW customer service provided at HomeServe (please review the Klondike customer letter attached – it’s awesome!!).

Post claim satisfaction rate of 99.1%!
Renewal satisfaction rate of 96.8%!

HomeServe has a strong commitment to internal promotion and having grown tenfold from 35 FTE in Chattanooga in 2003 to 350 in 2015, needed a formal career path to provide high caliber employees for the right leadership opportunities, which is why we created our Leadership Development Teams. These teams consist of agents and team leaders that show aptitude and attitude for leadership development and once selected report directly to a departmental Assistant Manager for extensive coaching and development. We are very proud to say that this initiative YTD has resulted in no less than 18 internal promotions:

2 Supervisor to Manager promotions
4 Agent to Supervisor promotions
5 Team Leader to Supervisor promotions
7 Agent to Team Leader promotions

HomeServe values its culture and prides itself on being a great place to work and a top employer in Chattanooga. “We want our workplace to be one of which is friendly, with a spirit of fun while maintaining professionalism and high quality product” To support this we have held the following events YTD:

Company-wide “Olympic” challenge (Winning team flown to corporate office in CT for finals!)
President awards (Winners receive 4 day trip to NYC all expenses paid)
Company picnics
Holiday party
Customer Service Week celebrations
Human Table Foosball on car park (See attached pics)
Employee birthday celebrations
Charity work with St Jude, Habitat for Humanity and area food banks

It’s this kind of engagement that explains why almost half of our very first new hire class back in 2003 are still employed in the center today – with 73% of these having been promoted at least once. Our customer satisfaction scores are some of the highest in the industry. Our internal promotion successes show the importance of employee development and we are proud to have received 6 Stevies in other categories over the last 3 years.

Just like the Stevie Awards – HomeServe prides itself on excellence, leading by example and delivering the best possible customer service and sales experience. We are incredibly proud of what we have achieved in our center and hope you agree that it’s worthy of this prestigious award.