Customer Service Awards Blog

Portrait of a Stevie Award-winning Customer Service Professional: Joe Greco of HomeServe USA Corp

Posted by Michael Gallagher on Mon, Nov 04, 2013 @ 04:29 PM

HomeServe USA’s Joe Greco won the Gold Stevie Award for Front-Line Customer Service Professional of the Year in the customer service awards categories of the 2013 Stevie Awards for Sales & Customer Service, the world's top honors for sales, business development, contact center, and customer service professionals.  The entry deadline for the 2014 edition of the awards is November 13 - get your entry kit here.

Joe Greco joined the HomeServe USA family in November 2011 as one of the company’s 150 proficient inbound sales and service agents. He made an instant impact on the department.

Joe GrecoFrom his very first month on the phones, it was clear Joe was going to do great things in the world of sales and customer service as he exceeded his sales goal at 169% to target, hit 173% of his upgrade goal, and hit 148% of his continuous conversion goal—all while maintaining an average quality rating of 99.31% on screened calls against an extensive compliance and customer service screening criteria. Not bad for the new kid on the block!

Impressive Performance

His impressive performance didn’t stop there. Joe quickly became one of HomeServe USA’s elite sales and service agents and averaged the following performance against his key performance indicators over the last year:

• 124% to new sales goal: Joe has welcomed over 1,050 new service plan holders to HomeServe USA;

• 204% to upgrade goal: Joe has achieved over 1,150 cross sales worth over $115,000 of revenue to the business;

• 97.1% quality rating across all calls screened versus a 95% goal;

• 96.3% adherence to time scheduled on phone versus a 93% goal.

Setting Records

Joe is a model employee and has achieved the impressive performance levels above with a perfect attendance record.  He continues to set the benchmark of what an excellent customer service and sales executive looks like. As a result, Joe has been recognized twice in the past year as the Inbound Department Employee of the Month, a feat that no other HomeServe USA agent has ever achieved in a 12-month period.

Customer Commendations

Joe’s most impressive achievements, however, lie away from the statistics. He has received an unprecedented seven customer commendations in the past year from delighted customers who have gone out of their way to pass on their feedback to the HomeServe USA supervisors, thanks to the high standards of best customer service Joe provides when handling inbound sales and service calls. All of these commendations mentioned Joe’s professionalism, patience, and extensive knowledge together with his ability to ensure that HomeServe USA customers gained a true understanding of the products and services they were using or about to purchase.

A Mentor and Coach

Joe is equally supportive, considerate, and respectful amongst his peers, and he is always willing to help. He is regularly used as a mentor and coach by the leadership team for incentive programs to benefit both new and existing staff.  His humility and expertise are perfectly balanced to complement this learning method.

The management at HomeServe makes every effort to deliver a world-class customer service and are incredibly proud of all the company’s sales and service agents, but when they look at Joe and what he has achieved in his career at HomeServe, they know they have a true industry-leading front-line customer service professional.

A Milestone for HomeServe USA

2013 is HomeServe USA’s 10th anniversary serving customers. This milestone recognizes when the company signed with its first US partner, which opened the door for the company to begin enrollments and ultimately to serve customers in the United States. The company’s parent, HomeServe plc, has been around for 20 years, and was founded in the UK in 1993.

About Joe Greco
Joe is a true customer service professional with over 30 years experience in sales and customer service, including 10 years in automobile sales and 20 years in telemarketing for church directories. Since joining HomeServe USA in 2011, Joe has become an integral part of the team and is very popular and respected by his peers. Joe enjoys the challenge of building rapport with callers and striving to exceed their expectations, whether resolving an issue they have or selling them a new product or service.

About HomeServe USA
HomeServe USA Corp (HomeServe) is an independent provider of home emergency repair service plans. For over a decade, the company has protected homeowners against the expense and inconvenience of water, sewer, electrical, HVAC, and other home emergencies by providing affordable coverage and quality service. HomeServe serves over 1.4 million homeowners in the US and Canada and dedicates itself to being a customer-focused company providing best-in-class emergency repair plans through leading utility partners and directly to consumers. For more information about HomeServe, please go to www.homeserveusa.com, follow us on www.twitter.com/homeserveusa, and like us on Facebook at www.facebook.com/homeserveusa.

Tags: contact center awards, customer service awards, excellent customer service, stevie awards, business awards, customer service excellence