Customer Retention Representative -100% Remote

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

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.

#INCSC

Qualifications

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.

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ID 2022-3032

Category Customer Service/Support

Type Full Time

Company AHS American Home Shield Corp