Frontdoor Service Resolution Specialist - Call Center in Carroll, Iowa
Handles escalated unresolved service issues for assigned area until resolution is achieved. Represents the business unit to customers and business partners (e.g. contractors, etc.) as the primary point of contact for a specific customer until their issues are resolved. Acts as the customer advocate for all customer service issues. Ensures that customers and employees receive the best service possible by handling escalated calls, providing technical assistance, coverage assistance and monetary approval for situations where an associate has exceeded their authorization limit. Uses computerized system for tracking, information gathering, and/or troubleshooting. Responsible for saving and retention of customers.
Utilizes problem solving skills to respond to and resolve escalated customer service issues via inbound and outbound telephone calls, written correspondence and/or electronic communication according to all company policies, standard operating procedures, and contract coverage.
Follows up with internal and external customers, contractors, and/or business partners to ensure customer service issues are resolved.
Maintains current knowledge of all company policies, procedures, and programs.
Provides guidance to associates so they can effectively resolve customer service issues.
Provides monetary approvals to associates so they can authorize or effectively resolve customer service issues.
Handles escalated calls from customers.
Handles contract cancellation requests, as well as saves and retentions.
High school diploma or general education degree (GED) required
2 -4 years customer service experience and/or training preferred
Experience resolving escalated customer service issues
Effective decision making, conflict resolutions, and negotiation skills
Strong verbal and written communication skills
Knowledge of contract coverage, including systems and appliances preferred
Computer skills (Microsoft Word, Excel, Outlook)
Receives inbound and/or places outbound telephone calls to sell home warranties. Promotes the benefits, coverage, and terms of products to potential customers. Converts sales opportunities to assist with company monthly sales goals. Upholds the high standards, guidelines, policies and procedures, especially when interacting with customers. Acquires and maintains knowledge and understanding of product coverage for application in every business transaction. Utilizes all available resources and maintains current knowledge of all business unit policies, procedures and programs; completes requires continuing education courses.
As part of our commitment to the health of our associates and the local communities we serve, we are temporarily conducting all of our interviews and training sessions virtually, and our employees are working from home over the next few months.
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 Candu Home Solutions, 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 .
Job Category: Operations