HomeServe USA Honored With 18 Stevie Awards

For Sales And Customer Service In 2018

Wednesday, February 28, 2018

HomeServe USA, a provider of home emergency repair service plans, was presented with six Gold, eight Silver and three Bronze Stevie Awards –- including awards given to two Chattanooga residents -- at the 12th annual Stevie Awards for Sales & Customer Service. HomeServe also received a “Grand Stevie Award,” recognizing the company as the third most honored organization in the competition that included 2,500 nominations. This is the fifth time HomeServe has been recognized with the Stevie Award for Sales and Customer Service category. 

TaNesha Townsend, based in Chattanooga, was honored with a 2018 Gold Stevie Award as Front-Line Customer Service Professional of the Year. Ms. Townsend, who has been with HomeServe since 2013, is a leader among her peers for her passion for customers. In 2017, during Hurricanes Harvey and Irma, Ms. Townsend went above and beyond to provide exceptional service to impacted customers, going so far as to ensure a customer and his family had shelter in a hotel until power could be restored to their home. Also in December 2017, when parts of the country faced unprecedented cold weather and HomeServe saw a 58 percent increase in call volume, Ms. Townsend voluntarily worked overnight and, as a result, was able to assist an additional 85 customers in their time of need. 

Jimmy Patterson, based in Chattanooga, works as assistant manager of Inbound Customer Service, part of the team that handles 1.4 million calls from customers each year. Mr. Patterson, who has been with HomeServe since 2013, was honored with a 2018 Gold Stevie Award for “Contact Center Professional of the Year.” Mr. Patterson is constantly innovating new approaches to customer service, but his biggest recent program -- “WOW Philosophy” -- revolutionized how HomeServe interacts with customers and transformed HomeServe’s understanding of the contact center experience. He has also spearheaded a training development project aimed at improving employee happiness while also reducing new hire training times while improving training outcomes. 

HomeServe won Gold in the following categories:

Customer Service Management Team of the Year
Sales Representative of the Year - All Other Industries 
Front-Line Customer Service Professional of the Year - Other Service Industries 
Best Use of Technology in Customer Service - All Other Industries 
Contact Center Professional of the Year 
Back-Office Customer Service Team of the Year - Business Services Industries 

In addition, HomeServe earned Silver in the following categories:

Contact Center of the Year (Over 100 Seats) - All Other Industries 
Customer Service Department of the Year - All Other Industries
Front-Line Customer Service Team of the Year - All Other Industries 
Sales Operations Team of the Year 
Best Use of Technology in Customer Service - All Other Industries 
Best Use of Technology in Customer Service - All Other Industries 
Award for Innovation in Customer Service - All Other Industries
Back-Office Customer Service Professional of the Year - All Other Industries  

HomeServe also received Bronze recognition in the following categories:

Relationship Management Solution – New Version 
Customer Service Complaints Team of the Year - All Other Industries 
Back-Office Customer Service Team of the Year - All Other Industries  

Since 2003, HomeServe has served homeowners in the U.S. and Canada, providing its over 3.4 million customers with a best-in-class customer service experience. The Customer Service Contact Center team, located in Chattanooga, exemplifies HomeServe’s core mission and values of giving back to the community, and going beyond the call of duty to ensure every customer has a positive, seamless experience, said officials. HomeServe’s mission is rooted in its number one value -- to keep the customer at the heart of everything it does.

"We are honored to once again be recognized by the Stevie Awards for our commitment to quality and experience in sales and customer service,” said Tom Rusin, CEO of HomeServe USA. “HomeServe’s mission is to free our customers from the worry and inconvenience of home emergencies. This recognition reflects on our ongoing efforts to raise the standard of excellence for the services we provide.”   

“All of our Stevie Award winners should be proud of their achievements. Independent professionals around the world have agreed that their accomplishments are worthy of our public recognition,” said Stevie Awards President Michael Gallagher. 

The awards were presented to honorees during a gala banquet at Caesars Palace in Las Vegas, Nv. More than 600 executives from the U.S. and around the world attended. 

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