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HomeServe USA

Engaged Employer

HomeServe USA reviews

3.6

72% would recommend to a friend

(348 total reviews)
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Thomas J. Rusin

79% approve of CEO

63% positive business outlook

Ratings by category

3.9

Diversity & inclusion

3.8

Culture & values

3.7

Compensation and benefits

3.6

Work/Life balance

3.5

Career opportunities

3.4

Senior management

HomeServe USA has an employee rating of 3.6 out of 5 stars, based on 348 company reviews on Glassdoor which indicates that most employees have a good working experience there. The HomeServe USA employee rating is in line with the average (within 1 standard deviation) for employers within the Construction, Repair & Maintenance Services industry (3.6 stars).

Ratings by demographic groups

Reviews by job title

348 reviews
1.0
Apr 15, 2018

Disappointed

Call center agent
Recommend
CEO approval
Business Outlook

Pros

There are amazing people who give their all here. I came to this company because a friend referred me, it's better than my last call center job. The new site looks nice.

Cons

Many are outraged that the email that went out regarding the heart of HomeServe was so dry and pathetic and very dishonest especially when you think about send offs in the past. To assume we're going to accept this is a disgrace to your employees. Also, whoever is writing replies on here thank you but we all know you're not in touch with the center so maybe have someone local respond. We know that she was let go, probably with a nice pay and benefits package. We know she was close to retirement so this might be a blessing for her. However, your poor excuse for a communication over a woman who everyone in the center treasures dearly. HomeServe created a day specifically to say thank you and to show our appreciation. We did not have a chance to wish her luck or to all thank her. The fact that this organization thinks that this is acceptable is unfortunate. You all were making seg way and just ruined it. It's clear that the thought process was to do it after the new center was finished so that the employees wouldn't notice however it's hard not to with all of the discomforts such as, no seats or personal space, no parking, no wifi..we cannot get signal in the building so on breaks we would walk to our car or to smoke however we have to park across the street, lights that are painful, so incredibly loud! "State of the art center?" We don't have wifi, the doors hardly work..we to be on a call at a specific time or we'll get an occurrence which means I have to leave 30 mins earlier than before just to park and make it to my seat so that my bonus isn't docked. What I'm saying is honest and a bit on the "too honest" side as we're all very upset. The communication someone's retirement was great. Some people know who he is but most doesn't. Someone else left th company and got a much better email because he was from miami. You've decided the center needs someone better suited to manage it without including the center or being honest so that we could end it nicely for everyone. This is a reason why the good people have left and all we see is new faces.

1.0
Apr 12, 2018

There will be a bogus review written after this to push this one down

Anonymous employee
Recommend
CEO approval
Business Outlook

Pros

Every thing looks pretty, apprences are very important. We get lots of treats to keep us quiet and on our birthday like get a balloon like we are still 6 years old. This company does its best to ensure we are superficially happy!

Cons

Superficial happiness you might ask? Yes there is always money in the budget for elaborate events but ask for an increase in pay, and “we don’t have the budget” What we do have the budget for $55,000 holiday parties , presidents awards ceremonies (an award that has no known criteria) ,unnecessary business trips. Money to PAY for accolades called the “Stevie awards” so apparences would reflect that the company is successful. Generosity to the community only when there is a camera near by so we can check “good PR” off the list. Then there is the “Happiness Survey” where everyone gets to tell the business about themselves... Almost half the people never take it (because of fear of retaliation and/or cause they know it won’t make a difference). With those results,real issues that need to be addressed are glossed over so they can address soft issues like, ice machines not working , better menu options at the holiday party, and window tint. Having ethics, treating people fairly, having real training and development of the people. All departments being on one accord, people getting paid their true worth instead of being over extended. Clear direction , we take on new companies and partners and NO ONE KNOWS WHATS GOING ON! Let not even get into the fact the call center is male dominated. Females are allowed to wear shirt skirts, see through shirts, tights or anything else found at the club on a Saturday night. None of the male dominated leadership says a word. It is clear that men run this company and that’s how it’s going to remain. Despite the diversity in the call center, there is NO diversity in the upper leadership team. SAD! If you’re a woman, a person of color or both, you might as well just keep your seat.. you MIGHT be promoted to supervisor at best. Poor customers! People enroll in coverage and we either never send the their contracts or send it to the months later, however, we can seem to get offer letters for other products before they can even get their contracts ... REDICULOUS! No one cares what you say to the customers as long as it doesn’t get to the CEO or one of the many many many many chiefs that sit at the top. Then the immediate reaction is to fire you because you said the wrong thing , despite the fact that the customer was yelling at you cause she’d been 6days with no heat and no one in the company every took the time to teach you how to handle a escalated customer... the list goes on on on and I’m sure they will read this and talk about how bitter and jaded I must be, but I’m not. These are just truths no one wants to hear..This could be a really good company if we focused more on what we do and not on what we look like...

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HomeServe USA Response
8y
The People working for HomeServe – across all of our locations – are our most important asset. To get this type of critique from even one of our People is a big concern. And while our view of what it’s like inside our company differs greatly from yours, we certainly don’t want to discount what you’ve said here because we do value everyone’s perspective. The diversity of our People is one of our company’s great strengths. In Chattanooga alone, we’re proud to have women and monitories serving in roles at all levels of the operation. From individual contributors and agents to team leads, supervisors and directors, the evolving demographics of our company are something we’re excited for and value. We’re confident that as our company continues to grow, so too will the opportunities for everyone to identify their aspirations and work up to and beyond their potential. Building an informed, engaged and inspired workforce has always been one of the company’s leading priorities. Whether we’re recognizing our People at our annual awards, celebrating the holidays, volunteering our time or donating goods and services to those in need, we do it all for the good of the communities we serve and to give back to the People who make what we do every day possible. These things are at the core of who we are and what we do. Leadership at all levels of HomeServe have an open door policy. If you – or any other person at HomerServe – would like to talk about this further or raise any other concerns, know that you can reach out in confidence and without fear of retribution to your HR Business Partner, the Director of People Communications & Engagement, the Site Director or the EVP of Customer Experience.
4.0
Jul 6, 2017

Great Service, Fun and Exciting Place to Work!

Business operations
Recommend
CEO approval
Business Outlook

Pros

This is a great place to work. Not just because we provide an excellent service to our customers but because you can see the benefits of the services we provide. I continue to promote the company with friends, family and anyone else I come in contact with who has a home emergency. This is the first organization that I have worked in that truly cares about our customers and we live and breath by doing the right thing. You can truly learn something every day. Over the last two years, we have brought in a number of individuals who are helping to drive the business forward. Lastly, there is so much more we can do and this is evident in our all hands meetings.

Cons

At times we try to tackle too much but over the last few years, we have set up a vision as well as put the right people in the right roles to help prioritize and drive these efforts.

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HomeServe USA Response
9y
Really great feedback and thanks for being a brand advocate! Yes, we do try to put the customer at the heart of our organization and work at continuous improvement - not just for customers but in the way we are managing. As you point out we have made a number of changes, brought in new team members and are narrowing our focus. We believe this will pay off for the future! Thanks for your comments.
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Glassdoor has 360 HomeServe USA reviews submitted anonymously by HomeServe USA employees. Read employee reviews and ratings on Glassdoor to decide if HomeServe USA is right for you.