Frontdoor Senior Customer Relations Representative in Virtual, Nevada
Expedites and achieves resolution of escalated service issues to ensure customer satisfaction. Represents the business unit in a professional manner to both internal and external business partners.
Researches and resolves escalated customer service or sales issues from customers, realtors, Field Sales associates, business unit senior leadership, or corporate communications; documents all communication accordingly.
Communicates verbally and in writing (e.g., voice mail, e-mail, letter, etc.) with internal and external customers, including contractors, Field Sales associates, senior leadership, etc.
Approves warranty repairs and/or replacements as needed to resolve escalated service calls.
Processes any necessary paperwork to resolve service issues, including reimbursements, concessions and/or written communication, etc.
Partners with Field Sales associates to assist with sales opportunities.
Enters Real Estate Sales applications, Realtor Renewals or additional coverage options into system.
High school diploma or general education degree (GED) required
2-4 years of customer service experience and/or training required, or an equivalent combination of education and experience
Experience resolving escalated customer service issues strongly preferred/li>
Knowledge of contract coverage, including systems and appliances
Knowledge of business unit policies and procedures
Customer service and conflict resolution
Computer skills (Microsoft Word, Excel, Outlook)
Problem solving and decision making
Attention to detail
Adapt to a fast-paced environment
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.
Job Category: Operations