Customer Care Manager (CO Springs)

| Colorado Springs

About us:

It's simple—we are committed to helping Service Professionals grow their business. 30 million Homeowners utilize our free service. Over 100K rated and approved Service Professionals are within our network. Every 5 seconds, another homeowner reaches out to HomeAdvisor to find a home service professional for their home maintenance, repair, or improvement project. HomeAdvisor is looking for customer service focused and driven individual who want to be part of a fast paced, and fast growing company.

HomeAdvisor's Business Customer Care is an environment that provides our frontline employees with the opportunity work on a non-scripted team while providing unparalleled customer service. We take inbound calls from our Service Professionals who have been matched to homeowners who are interested in a home project.

Essential Duties and Responsibilities:  (Other duties may be assigned.)

  • Proactively motivate, coach and mentor representatives to improve their ability to interact with customers and maximize effectiveness and efficiency.  This includes well-prepared, formal coaching sessions as well as informal daily coaching
  • Lead a customer-focused team that ensures customers receive world class customer service
  • Ensure all Customer Care policies are followed including: service level agreements, adherence to scheduling, and documentation guidelines
  • Present process/procedure suggestions and recommendations in accordance with organization cost, quality, and productivity goals
  • Drive initiatives to improve performance, quality, and related metrics; provide daily reporting statistics to include team performance, quality initiatives, and employee performance / development
  • Recommend changes to improve efficiency and effectiveness; report team accomplishments, achievements and productivity to functional management
  • Interview / hire potential employees for positions across the Customer Care Department
  • Design and implement improved process or operational policy to improve all aspects of customer service
  • Ensure strategic objectives are translated into effective and efficient tactical operations
  • Re-prioritize and allocate resource across various team projects
  • Communicate department and company initiatives, goals and results to team members 
  • Collaborate with other members of Customer Care Management to drive and implement positive changes in support of broader company initiatives
  • Deliver assigned tasks, both ongoing and ad-hoc

Minimum Qualifications:

  • Excellent leadership, team building and coaching skills
  • Strong verbal & written communication skills
  • Strong computer skills
  • Strong analytical skills
  • Ability to work in a fast-paced environment and re-prioritize to meet changing business needs
  • 2 years prior management and leadership experience
  • Must have High School Diploma or GED
  • Must be able to provide proof that you are over the age of 21

 What makes HomeAdvisor a top Colorado company to work for? (According to the Denver Post):

* We are an industry leader, and are backed by IAC, which is one of Fortune's Most Admired Companies, and our sister brands include Match.com, Vimeo, CollegeHumor, and Ask.com, among others.

* Flexible time off

* Summer events for all employees

* Workout facility on site

Why do WE like working here? Simple - our product, what we do, and the people we work with.

In addition, you'll need to be able to:

  • Work in a fast-paced, high energy environment without being distracted (music played throughout the day).
  • Sit or stand for an 8-hour shift.
  • Perform all essential job functions with or without reasonable accommodations.
  • Have a work hard/play hard attitude
  • Be AWESOME
  • Have FUN
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Technology we use

  • Engineering
  • Product
    • JavaLanguages
    • JavascriptLanguages
    • jQueryLibraries
    • OracleDatabases
    • AxureDesign
    • IllustratorDesign
    • PhotoshopDesign
    • ConfluenceManagement
    • JIRAManagement

Location

We're located West of Denver off of I-70 Westbound in the Denver West Office Park in Golden, Colorado. Awesome from lunchtime hikes & mountain biking.

What are HomeAdvisor Perks + Benefits

Health Insurance & Wellness Benefits
Dental Benefits
Vision Benefits
Health Insurance Benefits
Retirement & Stock Options Benefits
401(K)
401(K) Matching
Child Care & Parental Leave Benefits
Flexible Work Schedule
Vacation & Time Off Benefits
Generous PTO
Paid Volunteer Time
Perks & Discounts
Beer on Tap
Casual Dress
Game Room
Happy Hours
Recreational Clubs
Professional Development Benefits
Tuition Reimbursement

Additional Perks + Benefits

The Denver Post has named HomeAdvisor one of Denver's Top Workplaces for the last 5 years running, and we're known for a casual atmosphere that is flexible and focused on productivity. Things you'll find here: jeans and sneakers, well-equipped game rooms, a bike share program, flexible scheduling, and on-site fitness classes. We have a 'take what you need' vacation policy, and a well-rounded benefits package that kicks in within 30 days of your first day.

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