Customer Success Lead

Overview

Frontdoor is reimagining how homeowners maintain and repair their most valuable asset – their home. As the parent company of two leading brands, we bring over 50 years of experience in providing our members with comprehensive options to protect their homes from costly and unexpected breakdowns through our extensive network of pre-qualified professional contractors. American Home Shield, the category leader in home service plans with approximately two million members, gives homeowners budget protection and convenience, covering up to 23 essential home systems and appliances. Frontdoor is a cutting edge, one-stop app for home repair and maintenance. Enabled by our Streem technology, the app empowers homeowners by connecting them in real time through video chat with pre-qualified experts to diagnose and solve their problems. The Frontdoor app also offers homeowners a range of other benefits including DIY tips, discounts and more. For more information about American Home Shield and Frontdoor, please visit frontdoorhome.com.

Responsibilities

The Lead, Customer Success is a high-energy, goal focused, dynamic personality that has excellent customer service and organization skills with a desire to pursue a long-term career in a growth-oriented company. The role of the customer success lead is to help unify and drive greater efficiency/communication between sales and other operations departments.

This position is key in supporting our field sales representatives as their customer’s transition from sales prospects to active builder members. They must have a willingness learn how to influence buying decisions and leverage our warranty product mix. Success in this role results in streamlined operational efficiencies, creating more time for field sales to hunt for new business, and an increase in builder members for the field sales team. This position reports to the Inside Sales Manager and includes a career path to into sales and other positions within the sales organization. The ideal candidate needs to possess a strong, positive can-do attitude, be self-motivated, and highly driven. We hire passionate and innovative individuals who thrive in a fast-paced environment.

Responsibilities:

• Assist the top ranked field sales representatives.

• Account management, account penetration and retention.

• Strategic revenue driven activities.

• Serve as a customer liaison between our sales professionals and internal departments; collaborate with internal departments to improve user experience.

• Collaborate with field sales so they can efficiently sell our products and services resulting in customer acquisition, account revenue growth, and builder retention.

• Onboard new builder members through builder onboarding presentations and webinars.

• Educate and communicate with builder members increasing customer satisfaction and retention.

• Interact with potential and existing customers through phone and other technology to gather necessary documents for our underwriting department which will speed up the customer acquisition and enrollment process resulting in greater revenue.

• Work with a high degree of accuracy in document collection and external/internal customer communication and follow-up.

• Efficiently and professionally respond to customer and sales representative questions or concerns pertaining to the warranty approval process, customer onboarding, and renewals.

• Research more complex situations which may include customer follow-up, and troubleshooting.

• Assist with CRM management (Salesforce.com).

• May assume duties as assigned.

Qualifications

Required Skills:

• Exceptional organizational and time management skills.

• Ability to meet multiple deadlines and effectively handle competing priorities.

• Excellent follow through skills and attention to detail.

• Strong skills in preparing and reviewing business documents.

• Highly effective communication and customer service skills.

• Team oriented, yet confident and reliable with independence and autonomy.

• Strong proficiency in Microsoft Office products such as Excel, Word, and PowerPoint

• Must have a complete understanding of the sales process, as well as knowledge of tools used to enhance productivity

• Able to work cross-functionally, provide guidance/training assistance to new or tenured employees

Preferred Skills:

Physical Role Requirements: Be seated at a computer intermittently for up to eight hours a day. Move up to 10 pounds occasionally, by lifting, carrying, pushing, pulling, or otherwise repositioning objects. Sitting for long periods of time while using office equipment such as computers and phones. Repetitive motions using hands and digits; such as movement of wrists, hands and fingers while picking, pinching and typing during your normal working environment.

Minimum Education, Licensure and Professional Certification requirements: High school diploma or equivalent required, Bachelor's degree (B.A.) from a four-year college or university preferred

Minimum Experience required (number of years necessary to perform role): 4+ years of relevant experience required. Proven successful record of accomplishment an insurance, home building and/or real estate related industry is preferred. Experience in the development and execution of sales programs preferred

Travel: Occasional travel may be required.

Other/State Specific

This role pays between $ 23.94/hour to $ 29.90/hour , and your actual base pay will depend on your skills, qualifications, responsibilities, experience, and location.

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At Frontdoor certain roles are eligible for additional rewards and incentives. Speak directly to your recruiter to learn more.

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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.

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Learn more about benefits (https://frontdoor.jobs/benefits/) at Frontdoor.

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Job Locations US

ID 2025-3846

Category Customer Service/Support

Type Full Time

Company 2-10 Home Buyers Warranty Corporation