Appliance Purchasing Representative - 100% Remote

About the role

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, empowered by Streem technology to connect homeowners in real time through video chat with pre-qualified experts for diagnosis and problem-solving. The Frontdoor app also offers homeowners DIY tips, discounts, and more.

Responsibilities

• Handle inbound phone calls regarding appliance replacement orders.
• Provide customer service for replacement orders, upgrades, and/or cash-in-lieu of a replacement.
• Interpret customer contracts and determine appropriate replacement models based on their current appliances.
• Assist customers in finding comparable replacement appliances from an approved list of preferred vendor suppliers.
• Discuss product replacement and/or repair options with customers.
• Handle escalated customer service issues until resolution is achieved.
• Use a variety of software tools to navigate accounts, research and review policies, and advocate for customer service issues.
• Provide technical assistance, coverage assistance, and monetary approval for situations where an associate has exceeded their authorization limit.
• Use computerized systems for tracking, information gathering, and troubleshooting.

Requirements

Minimum Education, Licensure, and Professional Certification requirements:

• High school diploma or general education degree (GED) required.

Qualifications

• 1-3 years of customer service experience and/or training required, or an equivalent combination of education and experience.

Skills

• Must have internet access with minimum 4.6Mbps upload/download speeds.
• Bias for action, flexible problem solver who can multitask.
• Ability to adapt to a fast-paced environment.
• Conflict resolution skills.
• Computer skills in a Windows-based environment (Microsoft Word, Excel, Outlook).
• Attention to detail.

• Preferred Skills:
• Solution and detail-oriented.
• Leads conversations with positivity and control, guiding members to identified outcomes.
• Bilingual (English/Spanish) preferred.

Pay

This role pays between $16.00/hr to $17.00/hr. Actual base pay will depend on skills, qualifications, responsibilities, experience, and location.

Benefits

Our approach to benefits is holistic and includes health, wellbeing, and financial components such as:

• Insurance for medical, pharmacy, dental, vision, life, and disability.
• Weight loss and smoking cessation programs.
• Matching 401(k).
• Ability to participate in our employee stock purchase plan.

Learn more about benefits at Frontdoor.

This is a full-time position.