Employment Type : Full-Time
Overview
Frontdoor is a company that’s obsessed with taking the hassle out of owning a home. With services powered by people and enabled by technology, it is the parent company of four home service plan brands: American Home Shield, HSA, Landmark and OneGuard, as well as ProConnect, an on-demand membership service for home repairs and maintenance, and Streem, a technology company that enables businesses to serve customers through an enhanced augmented reality, computer vision and machine learning platform. Frontdoor serves 2.2 million customers across the U.S. through a network of approximately 17,000 pre-qualified contractor firms that employ an estimated 60,000 technicians. The company’s customizable home service plans help customers protect and maintain their homes from costly and unexpected breakdowns of essential home systems and appliances. With 50 years of home services experience, the company responds to over four million service requests annually. For details, visit frontdoorhome.com.
Responsibilities
Responds to escalated customer service issues and cancellation requests. Addresses customer requests to cancel service and seeks to resolve customer dissatisfaction. Investigates, researches, and adapts solutions to retain customers. Communicates and reinforces the value and benefits of products and services. Analyzes customer product and/or service plans to determine potential price concessions. Maintains an acceptable customer retention percent rate while following policy and procedural guidelines. Uses marketing campaigns and offers to retain customers.
Responds to escalated customer service issues and cancellation requests received via phone or written correspondence (e.g., fax, e-mail, letter).
Addresses customer requests to cancel service and seeks to resolve customer dissatisfaction.
Investigates, researches, and adapts solutions where possible to meet the customer’s needs and retain the customer.
Communicates and reinforces the value and benefits of products and services to customers.
Analyzes customer product and/or service plans to determine potential price concessions.
Maintains an acceptable customer retention percent rate while following policy and procedural guidelines.
Maintains general knowledge and awareness of marketing campaigns and offers for use in retaining customers (e.g., product conversion).
Tracks customer feedback and provides to management.
Qualifications
High school diploma or general education degree (GED) required
1-3 years of customer service experience and/or training required, or an equivalent combination of education and experience
Customer service and conflict resolution skills
Written and verbal communication skills, including influencing and persuading
Knowledge of and ability to apply contractual terms and concepts
Knowledge of policies and procedures
Computer skills (Microsoft Word, Excel, Outlook)
Attention to detail
Analytical skills
Organizational and time management skills
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ID 2022-2600
Category Customer Service/Support
Type Full Time
Company AHS American Home Shield Corp