Frontdoor Customer Relations Associate - Landmark/OneGuard in Phoenix, Arizona
CUSTOMER RELATIONS ASSOCIATE
Position is full time, Monday - Friday from 8 a.m. to 5 p.m.
Formally handling complex customer service issues, emphasizing the importance of ownership and accountability, diffusing escalated situations, recovery and retaining customers, and driving business growth. 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.
Manage Landmark/OneGuard’s online reputation on various social media review sites, compose written responses and post to review sites within allotted time-frames
Directly follow up with customers in response to reviews and effectively address service issues
Respond to incoming emails and phone calls within allotted time-frames, compose formal letters to explain home warranty coverage
Manage escalated complaints requiring in depth analyzation and facilitate outcomes, acting as mediator between internal teams including Executive team, Account Executives, Contact Center, Authorization, Fulfillment, Contractors, and Customers
Support team of Account Executives
Identify trends in escalations with respect to professional service, communication, time-frames, and accuracy, centering on action-oriented outcomes
2-4 years of customer service experience in a high-volume service center preferred
Effective communicator with exceptional persuasive written, verbal, and interpersonal skills, superb on the phone, empathy, independent thinker and team player, and advanced professional writing skills
Demonstrated ability to resolve customer concerns with composure, through negotiation and de-escalation methods, offering excellent customer service
Must be a relationship builder who maintains positive temperament while working in a high-intensity environment
Proven organizational and time-management skills
Conflict resolution and successful diffusion tactics
Ability to learn complex product and contract language around home systems and appliances, and communicate technical information clearly
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