Member Resolution Associate/Retention - 100% Remote

Frontdoor is reimagining how homeowners maintain and repair their most valuable asset – their home. As the parent company of two leading brands, we bring over 50 years of experience in providing our members with comprehensive options to protect their homes from costly and unexpected breakdowns through our extensive network of pre-qualified professional contractors. American Home Shield, the category leader in home service plans with approximately two million members, gives homeowners budget protection and convenience, covering up to 23 essential home systems and appliances. Frontdoor is a cutting edge, one-stop app for home repair and maintenance. Enabled by our Streem technology, the app empowers homeowners by connecting them in real time through video chat with pre-qualified experts to diagnose and solve their problems. The Frontdoor app also offers homeowners a range of other benefits including DIY tips, discounts and more. For more information about American Home Shield and Frontdoor, please visit frontdoorhome.com.

Summary:  

As a Customer Retention Representative, you will respond to escalated customer service issues and cancellation requests. You will address customer requests to cancel service and seeks to resolve customer dissatisfaction. You are responsible for Communicating and reinforcing the value and benefits of products and services.  

Responsibilities:  

• 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.
• May assume other duties as applied.

Minimum Education, Licensure and Professional Certification requirements: High school diploma or general education degree (GED) required 

Minimum Experience required: 3+ years of customer service experience and/or training required

Required Skills:   

•  Must have internet access with minimum 4.6Mbps upload/download speeds
• 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

Preferred Skills:   

•  Empathy - true empathy exhibited while on the job in this role builds authenticity and positive rapport with worried, uncertain, and irate customers.  
• Organization – Varied organizational skills like notetaking, time management, and prioritizing help agents handle daily workloads.  
• Leads conversations with positivity and control – leads members to identified outcome and controls the conversation in a positive fashion.  

This role pays $16.63/hour plus job based incentive, and your actual base pay will depend on your skills, qualifications, responsibilities, experience, and location.

At Frontdoor certain roles are eligible for additional rewards and incentives. Speak directly to your recruiter to learn more.

Our approach to benefits is holistic, and includes health, wellbeing and financial components including: insurance for medical/pharmacy, dental, vision, life, and disability, weight loss and smoking cessation programs, matching 401(k) and ability to participate in our employee stock purchase plan.

Learn more about benefits at Frontdoor.