Customer Retention Representative -100% Remote
- Category: Customer Service/Support
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
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.
Pay Transparency Blurb:
This role pays $16.00 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 aboutbenefits (https://frontdoor.jobs/benefits/) at Frontdoor.
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Category Customer Service/Support
Type Full Time
Company AHS American Home Shield Corp
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 AHS 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 more than two million customers across the U.S. through a network of more than 16,000 pre-qualified contractor firms that employ over 45,000 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 nearly 50 years of experience, the company responds to over four million service requests annually (or one request every eight seconds). For more details, visit frontdoorhome.com.