Company Overview: 

HomeServe USA is a Great Place to Work, and while we’re biased, we’re not just saying that. We’re proud to have been certified as a Great place to Work the last four years. What do we do and what makes it so great? Well, we’re glad you asked! 

We put people at the heart of everything we do. That’s priority number one for all of us. For the 5 million Customers we serve, that means being there when they have an emergency home repair need, such as getting their a/c working, clearing their clogged pipes, or fixing broken electrical systems. With over 1,000 municipal and utility Partners, that means providing their customers with access to affordable home repair plans, making it easier, faster and less expensive to have their home repair needs met. And for the nearly 3,000 People working alongside us, it means fostering a rewarding, inclusive and challenging career experience that we think is second to none. At HomeServe USA Corp., everyone is welcome. We know that having diverse teams has a positive impact on our work and ultimately helps us better serve our customers. 

 

Position Overview:

The Enrollment Supervisor is responsible for overseeing all Enrollment Channels, Processes, and protocols to ensure a high conversion rate and efficient, cost-effective processing of all enrollments. This role will collaborate with internal and external stakeholders to assess and drive changes that impact our ability to provide an exceptional customer experience and achieve high conversion rates across all enrollment channels and partners. This position is also responsible for Supervising the Enrollments Department. This team process all postal enrollments and exceptions. The Enrollment Supervisor must assure any enrollment issues that arise are communicated quickly and must collaborate with business partners to quickly stop customer impact and solution quickly and effectively. An essential aspect of this role involves identifying opportunities for process simplification and improvement, introducing procedures to enhance efficiency, reduce handling time, and streamline operations through automation.

Responsibilities:

Oversee Enrollment Channels: Supervising all enrollment avenues such as Mail, Phone, Web, STS, and Dataloads. Ensure the efficient and precise processing of enrollments. Guaranteeing that the enrollment team meets all productivity, quality, and efficiency Service Level Agreements (SLAs). Oversee end-to-end operational metrics. Reconciling enrollments across various channels. Maintain and enforce enrollment rules. Collaborating with Billing and Finance departments to ensure accurate payment processing and balanced financial reports. Reporting and Analysis: Control comprehensive reports on enrollment quantities, success rates, and other vital metrics. Conduct analysis to pinpoint opportunities for streamlining and enhancing all sales platforms. Performing SalesForce reconciliation to maintain data accuracy and integrity. Addressing intricate inquiries through data analysis and effectively communicating discoveries to multifunctional teams for guidance. Answer complex questions through data analysis and clearly communicate findings to multi-functional teams for direction. Manage Enrollment Rules and Exceptions: Maintain and enforce enrollment rules. Manage and resolve enrollment exceptions promptly and effectively. Enhancements and Process Improvements: Identify opportunities for process simplification/improvements. Proactively identify solutions to prevent future enrollment issues and simplify current processes. Stakeholder Liaison: Serve as a liaison for Business Operations with all internal and external stakeholders. Maintain knowledge of Enrollment and Implementation functions, including Billing/Finance, Fulfillment, Customer Correspondence, Reporting, Back Office, and Partner Support. Facilitate effective communication and collaboration between teams. Employee Management: Manage, mentor, lead, and develop the Enrollment team. Train and coach analysts to achieve optimal performance. Track productivity and completion of assigned projects and tasks.

Job Requirements:

Minimum of an Associate’s degree. At least 5 years of experience in an operations environment; 2+ years of supervisory/management experience. Proven track record of successfully managing team performance and process improvements. Detail-oriented with strong problem-solving skills. Strong time management and organizational skills. Ability to build and maintain professional relationships in a highly stressful and fast-paced environment. Excellent verbal and written communication and negotiation skills. Strong analytical skills with the ability to interpret data and provide actionable insights. Proficient with computer applications, including Word, Excel, Outlook, and PowerPoint as well as SalesForce and other relevant software tools. Team-oriented, self-starter with the ability to manage multiple priorities. Ability to work independently and manage multiple priorities in a fast-paced environment. Occasional travel as needed.

 

HomeServe USA is an affirmative action / equal opportunity employer.