Homeowner Customer Care Inbound Manager at HomeAdvisor

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The Homeowner Care Inbound Team is seeking an enthusiastic, self-motivated individual to lead a team of Advisors. The Homeowner Care inbound teams takes inbound calls from homeowners looking for home services. The team gather’s service request information and converts inbound calls into service requests, while also uncovering additional needs to submit as Cross Sells.  This position is a great combination of customer service and sales.

Essential Functions

  • Reporting and proactive communication with peers and leadership
  • Inbound call queue management
  • Coaching Advisors on techniques to overcome objections and uncover additional needs 
  • Handle multiple tasks and strategic company initiatives in a fast-paced environment
  • Address and reassure Advisor needs and concerns
  • Effectively communicate with Advisors when issues arise on escalated accounts to work on prevention/best practices
  • Administrative responsibilities including, but not limited to: Ultipro, Stella, CMS, Excel, and more
  • Comply with all company policies, procedures and practices as well as holding team accountable to the same
  • Tracking and accountability for attendance and metrics towards KPIs

 Requirements

  • Must have a year of tenure with HA
  • A consistent track-record of organization, follow-through, and coaching advisors to improvement
  • Applicants should have no documented attendance, or conduct written warnings in the last 6 months
  • Must possess, strong oral, written, presentation, and interpersonal skills and possess characteristics that demonstrate ethical professionalism
  • Effective one on one communication and capable of handling difficult conversations
  • Must adapt quickly to change
  • Must have a conversation with and receive verbal approval from your Senior Manager (or Director if your manager is out) prior to applying.  HR will send your Senior Manager a feedback form.  

Technical Skills and Proficiency

  • BETTI
  • Outlook (email / calendar / tasks)
  • Word
  • PPT
  • Written and Verbal Communication Skills
  • Excel (minimally comfort with sorting, formatting, some formula usage)
  • Ultipro

  

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Technology we use

  • Engineering
  • Product
    • JavaLanguages
    • JavascriptLanguages
    • PythonLanguages
    • RLanguages
    • SqlLanguages
    • SwiftLanguages
    • jQueryLibraries
    • Node.jsFrameworks
    • SpringFrameworks
    • OracleDatabases
    • AxureDesign
    • IllustratorDesign
    • PhotoshopDesign
    • ConfluenceManagement
    • JIRAManagement

Location

Our brand new Headquarters opened in early 2019 in the trendy River North (RiNo) neighborhood of downtown Denver.

What are HomeAdvisor Perks + Benefits

HomeAdvisor Benefits Overview

HomeAdvisor's main focus is our employees. By providing flexible working hours, monthly Fun First Friday happy hours, career growth and development, paid volunteer days, non-profit donation matching and other benefits, we place our employees at the center of everything we do!

Culture
Volunteer in local community
Friends outside of work
Eat lunch together
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Open office floor plan
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Pet Insurance
Onsite Gym
Retirement & Stock Options Benefits
401(K)
401(K) Matching
Performance Bonus
Match charitable contributions
Child Care & Parental Leave Benefits
Flexible Work Schedule
Vacation & Time Off Benefits
Generous PTO
Paid Volunteer Time
Paid Holidays
Paid Sick Days
Perks & Discounts
Beer on Tap
Casual Dress
Commuter Benefits
Company Outings
Game Room
Happy Hours
Recreational Clubs
Relocation Assistance
Fitness Subsidies
We have an onsite gym in our RiNo building for unlimited use by our employees!
Professional Development Benefits
Tuition Reimbursement
Lunch and learns
Promote from within
Mentorship program
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