Member Resolution Associate​/Retention - Remote

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 visit

Summary: As a Customer Retention Representative, you will respond to escalated customer service issues and cancellation requests. You will address customer requests to cancel service and seek to resolve customer dissatisfaction. You are responsible for communicating and reinforcing the value and benefits of products and services.

• Respond to escalated customer service issues and cancellation requests received via phone or written correspondence.
• Address customer requests to cancel service and seek to resolve customer dissatisfaction.
• Investigate, research, and adapt solutions where possible to meet the customer’s needs and retain the customer.
• Communicate and reinforce the value and benefits of products and services to customers.
• Analyze customer product and/or service plans to determine potential price concessions.
• Maintain an acceptable customer retention percent rate while following policy and procedural guidelines.
• Maintain general knowledge and awareness of marketing campaigns and offers for use in retaining customers.
• Track customer feedback and provide to management.
• May assume other duties as assigned.

• Minimum Education:
  
  High school diploma or GED.
• Minimum Experience:
  
  3+ years in customer service and/or training.

• Must have internet access with minimum 4.6 Mbps upload/download speeds.
• Customer service and conflict resolution skills.
• Written and verbal communication skills, including influencing and persuading.
• Knowledge of and ability to apply contractual terms and concepts.
• Knowledge of policies and procedures.
• Computer skills (Microsoft Word, Excel, Outlook).
• Attention to detail.
• Analytical skills.
• Organizational and time management skills.

• Empathy – true empathy exhibited while on the job builds authenticity and positive rapport with worried, uncertain, and irate customers.
• Organization – varied organizational skills like note taking, time management, and prioritizing help agents handle daily workloads.
• Leads conversations with positivity and control – leads members to identified outcome and controls the conversation in a positive fashion.

Salary: $16.63 plus job‑based incentive. Base pay will depend on skills, qualifications, responsibilities, experience, and location. Eligible for additional rewards and incentives. Comprehensive benefits include health, well‑being, and financial components such as insurance for medical, pharmacy, dental, vision, life, and disability; weight‑loss and smoking cessation programs; matching 401(k); and the employee stock purchase plan. Learn more about benefits at Frontdoor.