HOME SERVICE COORDINATOR

POSITION PURPOSE
The Home Service Coordinator operate as a sales and customer support expert that help build, manage and facilitate an active and diverse community of local Service Professionals across many trades. They will be expected to educate consumers and trade professionals about the value of using and partnering with THD/Pro Referral. Home Service Specialist will on-board Service Professionals; ensuring they have a complete understanding of all tools, resources, and process to achieve a high rate of customer satisfaction. This position will also interact directly with consumers to facilitate quotes and close sales.

MAJOR TASKS, RESPONSIBILITES AND KEY ACCOUNTABILITIES

• 90% Consumer & Professional Trade Businesses (Pro) customer support via inbound/outbound calls, email and chat systems. 
• THD/Pro Referral associates will be a source of information and education for our professional trades community to include customer support toward ensuring matches between professional trades businesses and consumers are achieved. 
• Ensure consumers using Pro Referral receives high quality price quotes for the services they need. 
• Associates will make outbound calls to local professionals and businesses in the areas in which we operate, explaining our program and the benefits to them. 
• In turn, associates will have a high rate of documented partnerships and professionals that will participant in our program. 
• The end goal is for each professional is to increase their frequency of quoting jobs and landing work for their businesses. 
• 10% THD/Pro Referral associates will document customer interactions using web-based software tools and ensure end-to-end support, research and follow up are completed to ensure best effort in matches between professional trade businesses and consumers. 
• Other activities as assigned by leadership

NATURE AND SCOPE

• Position reports to the Supervisor of Customer Care 
• No direct responsibility for supervising others.

ENVIRONMENTAL JOB REQUIREMENTS

Environment:

• Located in a comfortable indoor area. Any unpleasant conditions would be infrequent and not objectionable.

Travel:

• Typically requires overnight travel less than 10% of the time.

Additional Environmental Job Requirements: MINIMUM QUALIFICATIONS

• Must be eighteen years of age or older.
• Must be legally permitted to work in the United States.

Additional Minimum Qualifications:

• THD/Pro Referral associates must be highly energized and professional representatives that self-initiate their own activities to ensure goals are met. 
• THD/Pro Referral associates will require associates to understand basic trades, ranging from light home improvement and handyman work to yard and house cleaning trades. 
• Professional and friendly associates are required.

Education Required:

• The knowledge, skills and abilities typically acquired through the completion of a high school diplomas and/or GED.

Years of Relevant Work Experience: 2 years

Physical Requirements:

• Most of the time is spent sitting in a comfortable position and there is frequent opportunity to move about.
• On rare occasions there may be a need to move or lift light articles.

Additional Qualifications:

Preferred Qualifications:

• THD experience 
• Retail experience to include selling skills 
• Trade/Home Improvement experience 
• Proficiency in web based systems to gather and update information. Internet navigation, to include reseach and discovery of content 
• Solid information capturing, to include audible to text documentation as well as other forms of complete interaction capturing

Knowledge, Skills, Abilities and Competencies:

• Strong interpersonal skills and the ability to create an emotional connection with Pros, customers and business partners 
• Excellent verbal and written skills 
• Attention to quality and detail 
• Microsoft Windows/Office proficient 
• Proficient typing/keyboard skills 
• Multi tasking capability/time management skills