Frontdoor Service Resolution Specialist - Landmark/OneGuard in Phoenix, Arizona
Service Resolution Specialist
Landmark/OneGuard is one of the fastest-growing, home warranty companies in America! We're growing fast and looking for highly motivated, honest and personality-driven professionals to take our new Service Resolution department to a higher level of service. This important role is all about ensuring high levels of customer satisfaction by responding to and resolving questions or concerns about their claim.
Our expectations are high. We value the strength and agility that comes from a group of dedicated people, working together, reaching for a common goal. With our values at the core, we seek, hire, reward and retain only those who exemplify the characteristics that contribute to our shared success.
If you are seeking a career, and opportunities to grow, stretch, contribute, serve others and share in our success, we encourage you to learn more about us, and find out if Landmark/OneGuard is right for you.
DUTIES & RESPONSIBILITIES
Take inbound calls from customers calling for a status update on an open claim.
Make outbound calls to contractors to obtain information on the status of a work order and provide authorization as necessary.
Delivering decisions to customers regarding the diagnosis of their claim.
Educate the homeowner on how the warranty works.
Responding promptly to emails from customers and other departments regarding the status of open work orders.
Proactively work the Open Work Order Queue by following up with contractors on open work orders.
Manage your Work Space and emails in an efficient and organized manner, promptly responding to the needs of customers and contractors.
Follow-up with customers and contractors to ensure that service is performed in a timely manner, and with Landmark/OneGuard's high standard of quality.
Learn and exhibit a solid understanding of our various warranty plans and options.
Processing work orders for new claim requests.
Capture detailed documentation on every customer or contractor interaction.
DESIRED SKILLS & EXPERIENCE
Being a high school graduate/having a GED is a requirement
1+ years of customer service
Service-oriented and collaborative team player
Possess the right attitude to handle tough calls positively and in a friendly manner
Strong verbal and written communication skills
Good organizational skills are a must
The ability to be self-motivated and driven
Excellent problem-solving and decision-making abilities
Must be a relationship-builder with an ability to work in a dynamic, team-based environment
Bilingual in English and Spanish is a plus
You may be asked to work remote, as such a stable high-speed internet connection is required
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