HomeServe USA Reviews | Glassdoor

HomeServe USA Reviews

Updated November 30, 2018
163 reviews

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3.8
StarStarStarStarStar
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Recommend to a friend
Approve of CEO
HomeServe USA CEO Thomas J. Rusin
Thomas J. Rusin
110 Ratings

Employee Reviews

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Pros
  • "Pay and benefits are good and have a bonus system in place" (in 10 reviews)

  • "The environment and culture promotes work/life balance and a work hard play hard mentality" (in 7 reviews)

Cons
  • "Internal communication from upper management to the agents could be better" (in 11 reviews)

  • "No work life balance, not super accommodating to medical conditions, the ONLY thing upper management cares about is money" (in 6 reviews)

More Pros and Cons

  1. Featured Review

    "Proud to be a HomeServe family member"

    StarStarStarStarStar
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Comp & Benefits
    • Senior Management
    Current Employee - IT Specialist in Chattanooga, TN
    Current Employee - IT Specialist in Chattanooga, TN
    Recommends
    Approves of CEO

    I have been working at HomeServe USA full-time (More than 5 years)

    Pros

    HomeServe USA has been taking great strides to become the "Best Place to Work" and I feel they are doing a fantastic job. They have built a new site with a modern theme which is very motivating for all employees. Along with this cool place to work, we also have a new workout center, gaming room, and a TV area to relax. I recently suggested someone for employment who was hired and everyday he comes to work thinking this is an incredible place and loves the energy. I also appreciate that everyone’s door is open including the CEO, how many companies can say that. During this past week we have had a lot of excitement for the new site which included a ribbon cutting ceremony, president’s awards for employees recognized for their hard work, and other events and it made me very proud to have been a part of it. So keep it up HomeServe!

    Cons

    With any company there are pros and cons, what I will say is when someone has informed HomeServe of an issue, they do try to resolve it and work to make things better.

    HomeServe USA Response

    May 24, 2018 – Director, People Communications & Engagement

    We're extremely proud to have been able to build the new Customer Center of Excellence for our employees in Chattanooga. We continue to be excited about all of the amenities it offers, and we know... More


  2. Helpful (1)

    "Diamond in the Rough"

    StarStarStarStarStar
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Comp & Benefits
    • Senior Management
    Current Employee - Vice President in Norwalk, CT
    Current Employee - Vice President in Norwalk, CT
    Recommends
    Positive Outlook
    Approves of CEO

    I have been working at HomeServe USA full-time (Less than a year)

    Pros

    Extremely intelligent and motivated leadership team with an excellent vision for the future success of the organization
    Fun and exciting culture with plenty of training/growth opportunities
    Good benefits and competitive compensation
    Truly care about the employees AND the customers alike

    Cons

    No cons as of yet.

    Advice to Management

    Keep up the good work and be proud of your accomplishments.

    HomeServe USA Response

    Oct 8, 2018 – Director, People Communications & Engagement

    It's the people who work here that help us shine like a diamond! They're why we work hard to create an exciting and engaging atmosphere that inspires everyone to learn and grow while giving their... More

  3. "Some good some bad"

    StarStarStarStarStar
    Current Employee - Repair Coordinator in Chattanooga, TN
    Current Employee - Repair Coordinator in Chattanooga, TN
    Recommends

    I have been working at HomeServe USA full-time (Less than a year)

    Pros

    Overall, Homeserve is a great company. The people are so nice. The atmosphere is fun. We get alot free stuff. I have never worked for a company like this one. I already referred one of my friends. The building is amazing and pretty. I plan to stay a few years.

    Cons

    One of the cons I have found in my short time working here, is that the supervisors do not help anyone. I have had customers screaming in my ear wanting a supervisor and mine would not speak to the customer. I had to find a teamlead who was not mine to take the call. Some of them sit on their cellular phone and say they are busy. Others go missing for hours and come back and still will not help. I considered resigning several times because when I am in need my manager is uninterested and it is clear. I have to walk around with my customer on hold until I find someone who can help. We get coached all of the time on doing things wrong but why don't sups get coached when they do not call customers back? We get screamed at by customers because they call back angry.

    Advice to Management

    Get rid of attendance points. make the supervisors work as hard as everyone else. They should take "sup" calls since they are supervisors. Maybe ask yourself "what do the supervisors do?" because they do nothing. There is no morale at times. We need to find a way to be a team.


  4. "HomeServe USA - The Best"

    StarStarStarStarStar
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Comp & Benefits
    • Senior Management
    Current Employee - Anonymous Employee
    Current Employee - Anonymous Employee
    Recommends
    Positive Outlook
    Approves of CEO

    I have been working at HomeServe USA full-time

    Pros

    This company provides excellent training and support staff. Supervisors and managers generally communicate well with their employees. The atmosphere is very positive. As long as you fulfill your specific job qualifications, you will do well with this company!

    Cons

    Sometimes the customers are rude, angry and impatient.

    HomeServe USA Response

    Oct 8, 2018 – Director, People Communications & Engagement

    Thanks for being part of Team HomeServe! It sounds like you've discovered that the company strives to communicate well across the business and provide everyone with the training, tools and resources... More


  5. "Super Agent (wow)"

    StarStarStarStarStar
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Comp & Benefits
    • Senior Management
    Current Employee - Super Agent in Chattanooga, TN
    Current Employee - Super Agent in Chattanooga, TN
    Recommends
    Positive Outlook
    Approves of CEO

    I have been working at HomeServe USA full-time (More than a year)

    Pros

    With all the diversity and support this is hands down the best company to work for. Leadership always have their door open and make sure that everyone feels as if they are really heard. The opportunity for advancement is tremendous. I have worked here for almost 2 years and have been promoted 3 times and the pay is more than competitive. I could go on and on about how much I love my Homeserve family! This will be the last job I ever have

    Cons

    I really can’t think of any cons.


  6. "Inbound Rep/Leadership"

    StarStarStarStarStar
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Comp & Benefits
    • Senior Management
    Current Employee - Inbound Representative/Leadership in Chattanooga, TN
    Current Employee - Inbound Representative/Leadership in Chattanooga, TN
    Recommends
    Positive Outlook
    Approves of CEO

    I have been working at HomeServe USA full-time (More than 5 years)

    Pros

    Homeserve is a great company to work for. I have been employeed with the company for 5 years. I love the new call center!
    It offers you the opportunity to grow and excel to leadership at a rapid pace! The company has many activities that help engage the employees and bring them together as a family. Homeserve continues to bring balance between work and family. I am super thankful for my job with Homeserve. I highly recommend employment to anyone seeking employment.

    Cons

    I honestly do not see the cons to working for Homeserve. As any company you have your ups and downs. Your good days, and your bad.
    But everyday Homeserve is striving to meet the needs of not just their customer, but their employees. Because a happy employee will manifest excellent work ethics

    HomeServe USA Response

    Oct 8, 2018 – Director, People Communications & Engagement

    Congratulations on reaching your five year milestone! We truly appreciate people like you who are committed to helping us grow our company and reach new customers, while providing the excellent... More


  7. "A Company with A Heart!"

    StarStarStarStarStar
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Comp & Benefits
    • Senior Management
    Current Employee - Anonymous Employee in Chattanooga, TN
    Current Employee - Anonymous Employee in Chattanooga, TN
    Recommends
    Positive Outlook
    Approves of CEO

    I have been working at HomeServe USA full-time

    Pros

    HomeServe is truly a great place. I am proud of how we are always looking at ways to help our community and our own team. Leadership cares about their employees and they are always looking for ways to make things better and take it to the next level. It saddens me when someone puts negative information out about the company, especially when it's not true. I can honestly say that although the company may not be perfect (who is) they care and really try to always to do the right thing. They provide great benefits, a good work environment and very competitive pay. We have a lot of new leadership and they are learning right along with us, but they really want to do well and want all of us to succeed. They are trying and they care about us not just as employees, but as human beings. I have never worked for a company where the employees had so much pull. In some ways it's to much.

    Cons

    Trying to keep a high level of engagement in a growth environment has created a sense of entitlement amongst some employees. Some people need to have a wake up call. This sense of entitlement is ridiculous. Some of my peers need to focus on doing their jobs instead of what the company hasn't given them. OMG!

    Advice to Management

    Don't let the inmates run the asylum. We do have a great place to work, don't let a few negative people change your approach. Recognize the majority of us love this place.

    HomeServe USA Response

    Oct 8, 2018 – Director, People Communications & Engagement

    Your feedback highlights the essence of our company: awesome people and great leaders. Together, they're committed to providing excellent customer service, building an engaging and rewarding... More

  8. Helpful (1)

    "Dreams turn to nightmare"

    StarStarStarStarStar
    Former Employee - RMA in Chattanooga, TN
    Former Employee - RMA in Chattanooga, TN

    I worked at HomeServe USA full-time (Less than a year)

    Pros

    I started at Homeserve in 2017 it started out amazing I met so really great people there I was hoping to be apart of the homeserve family for a while is has great pay and benefits great working environment not to stressful with it being a call center

    Cons

    the problem have with this company is how they enforce their policies with certain people I was terminated because some one said I recorded someone on while on the production floor I had no knowledge of this they had no proof I gave them access to my social media no video was there no one was we’ll g to hear my side I email Upper management no reply but I’ve seen someone get caught by One of the general managers with their phone and was suspended for about a week no termination my problem with that is if you are going f to use the no phone poles it should apply to EVERYONE NOT JUST CERTAIN PEOPLE AND ANOTHER THIS IF I WAS RECORDING SOMEONE AND THEY WERE ENTERTAINING IT I SHOULD HAVE NOT BEEN THE ONLY ONE TERMINATED JUST MY OPINION BUT I GUESS THAT EXPLAINS WHY ALL THE REVIEWS SAY THEY SHOW FAVORITISM!

    Advice to Management

    If you are going to enforce the company policies they should apply to EVERYONE Not JUST CERTAIN PEOPLE YOU FEEL LIKE YOU WANT TO MAKE AN EXAMPLE OUT OF OR A PERSON THAT WILL COME IN TO WROK
    ANY TIME AND ANY DAY WORK LONG HRS AND HAVE A FAMILY AT HOME BUT HEY I GUESS THAT DONT MATTER!


  9. Helpful (1)

    "Horrible, I would NEVER recommend."

    StarStarStarStarStar
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Comp & Benefits
    • Senior Management
    Former Employee - Inbound Customer Service Representative in Chattanooga, TN
    Former Employee - Inbound Customer Service Representative in Chattanooga, TN
    Doesn't Recommend
    Negative Outlook
    Disapproves of CEO

    I worked at HomeServe USA full-time (Less than a year)

    Pros

    The only good thing I have to say for this company is that I loved my teammates and immediate supervisor and team lead. They were amazing people.

    Cons

    No work life balance, not super accommodating to medical conditions, the ONLY thing upper management cares about is money. The bonus policy is trash, the attendance policy is trash, I just don’t really have anything good to say.

    Advice to Management

    Changes need to be made within the company.


  10. "Love it"

    StarStarStarStarStar
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Comp & Benefits
    • Senior Management
    Current Employee - Desktop Support Analyst
    Current Employee - Desktop Support Analyst

    I have been working at HomeServe USA full-time (More than 3 years)

    Pros

    Its Wonderful I love it here

    Cons

    are you serious? there are none

    Advice to Management

    They are great

    HomeServe USA Response

    Jul 17, 2018 – Director, People Communications & Engagement

    We're glad to know how much you like working here, and will keep doing our best to live up to your expectations. If you ever think we're falling short, you can always reach out to any of the... More