Virtual Appliance Technician - 100% Remote

Olympia, WA

  • ID: 2022-3021
  • Category: Contractor Relations

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 :

Do you love helping Customers with Appliance maintenance and repairs but are looking to reduce the physical demands and windshield time of field work? Do you have great diagnostic and problem-solving skills and can help Customers understand their options? Are you excited to work from home, leveraging technology to interact with Customers to start their service process and triage potential options ranging from DIY to a traditional service visit?

Frontdoor is looking for an Appliance Technician to perform remote diagnosis and triage. You will engage with Customers using proprietary Streem technology giving you a live audio and video feed to see the Customer’s appliance systems. Your role will help empower Customers to understand repairs they can safely do themselves, and viable, cost-saving options if they cannot.

Responsibilities:

  • Conduct remote diagnostic and triage appointments with appliance Customers using Streem technology

  • Provide technical support using Streem and other multi-channel interactions in the diagnosis and repair of Customers' appliance service or maintenance needs

  • Deliver a great Customer experience by walking them through simple, step by step instructions to better understand their service or maintenance need and potential options

  • Document all Customer interactions to include systems, model, serial number, any actions taken, and next steps

  • Enhance and maintain technical knowledge of current appliance trade standards, codes, and procedures regarding safe and effective do-it-yourself instruction

  • Contributes feedback for and/or participates in initiatives related to process improvements, development or implementation of new systems or procedures, new business opportunities and performance improvement strategies

  • Grow sales volume while driving to acquire new accounts, build member relationships, and make expert recommendations for upgraded products

  • Acquires and maintains knowledge and understanding of product for application in every business transaction.

  • Develop business relationships and respond to sales inquiries and service needs

  • Leverages and analyzes data to gain deep understanding of the market, identify opportunities and continually develop and implement strategies/tactics to grow existing business

  • Grow the business and other sales objectives and key results (OKRs) as identified

  • Serve as a trusted “Advisor” for best practices and cost efficiency for members

  • May include other duties as assigned

Qualifications

Minimum Education, Licensure and Professional Certification requirements:

High School diploma or GED required, NASTeC certification preferred

Minimum Experience required :

5+ years of recent appliance repair experience required,Experience mentoring, instructing, or teaching of the appliance trade preferred

Required Skills:

  • Ability to systematically triage and diagnose appliance systems

  • Ability to analyze problems and use professional judgement to offer appropriate course of action according to company procedures and policies

  • Strong communication skills with the ability to communicate technical issues to the customer in an easy-to-understand manner

  • Ability to work independently according to procedures and policies

  • Ability to use Microsoft products (specifically Zoom, Teams, Outlook, and Excel)

  • Intermediate to advanced technology dexterity in facilitating multi-channel interactions

  • Attention to detail

  • Ability to multitask and handle competing priorities effectively and efficiently

  • Are a self-starter, personable and can develop relationships that create sales

  • Ability to sell in person or virtually

  • Are open to new ideas, and continually looking for new ways to approach the business relationship and sales process

  • A desire to learn and adapt in a rapidly growing and changing environment

  • Strong customer service and interpersonal skills for dealing with different types of customers and clients

  • Experience selling a product for a category creator; products not budgeted for already

Other/State Specific

Additional Frontdoor Total Rewards Information: We are passionate about empowering our people, and are creating an environment where associates are engaged and excited to be part of taking the hassle out of home ownership. 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. The incoming salary for this role is $35.39/hour for the minimum level of experience outlined in the requirements for this role; however, the salary we ultimately offer will typically increase commensurate with experience.

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ID 2022-3021

Category Contractor Relations

Type Full Time

Company AHS American Home Shield Corp

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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.