Frontdoor Service Resolution Specialist-- Landmark/OneGuard in Carson City, Nevada
Post-appointment customer service employee who receives and/or places telephone calls to respond to and resolve customer service issues. Acts as the customer advocate for all customer service issues. Uses computerized system for tracking, information gathering, and/or troubleshooting. Ensures that customers receive the best service possible through processing service calls, preparing general correspondence and coordinating with other functions as required.
Utilizes problem solving skills to respond to and resolve routine 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, & programs.
Responsible for effectively handling post appointment customer calls which includes Cancelling Service Request/Outside Autho/Escalated Calls.
High school diploma or general education degree (GED) required
Customer service experience and/or training preferred
Ability to learn the Post-Appointment Skills.
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 (http://cts.businesswire.com/ct/CT?id=smartlink&url=http%3A%2F%2Ffrontdoorhome.com&esheet=51890761&newsitemid=20181029005803&lan=en-US&anchor=frontdoorhome.com&index=2&md5=6947c38f3b6d24b5dad0a5d08663858e) .
Job Category: Operations