HomeServe USA Opens New Call Center, Customer Operations Facility

Wednesday, April 25, 2018
The new HomeServe USA 45,000-square foot Customer Center of Excellence
The new HomeServe USA 45,000-square foot Customer Center of Excellence

HomeServe USA, a provider of home emergency repair solutions, officially opened its new 45,000-square foot Customer Center of Excellence in Chattanooga on Wednesday.  HomeServe USA CEO John Kitzie was joined by Tennessee Department of Economic and Community Development Commissioner Bob Rolfe, Chattanooga Mayor Andy Berke, Hamilton County Mayor Jim Coppinger, Chattanooga City Councilmember Carol Berz and members of the Chattanooga Area Chamber of Commerce to cut the ribbon on the new state-of-the-art facility. 

“We chose Chattanooga for our call center operations in 2010, and we have since expanded here three times, because of the great support we have received from our champions in the state and local government,” said Mr. Kitzie during his opening remarks.  “We’ve always felt welcome here.  We appreciate the commitment ‘Team Tennessee’ has made with us, because this is the type of public-private partnership that will benefit the Chattanooga community for years to come.” 

The $5.5 million new building builds off the success of HomeServe’s original Chattanooga Contact Center location where 325 employees work around the clock to service customers’ repair needs. The new location will allow for an estimated 175 additional jobs over time in the company’s Chattanooga location. HomeServe, which protects its over 3.4 million customers across the U.S. and Canada from the "financial burden and stress of an unexpected home repair," first opened a customer service center in Chattanooga in 2010 with 35 employees. 

The new facility features a high-tech service delivery Network Operations Center with new data analytics tools and systems that allow HomeServe to better serve its customers by more efficiently responding to their needs. The facility not only will expand HomeServe’s customer service capabilities through more representatives and resources – meaning an even quicker response to emergency calls – but will also allow HomeServe to more efficiently manage its employed and contractor network and get help to customers more effectively, said officials. 

"We’ve grown because of the promise our employees make every day for our customers – to deliver a high-quality customer experience," said Mr. Kitzie during the ribbon cutting ceremony. "Customers always have been and always will be at the heart of everything we do at HomeServe. We have great products that homeowners around the country value, and employees who are fully committed and passionate about serving our customers.” 


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