Member Resolution Associate/Retention - 100% Remote

Responsibilities

• Responds to escalated customer service issues and cancellation requests received via phone or written correspondence (e.g., fax, e-mail, letter).
• Addresses customer requests to cancel service and seeks to resolve customer dissatisfaction.
• Investigates, researches, and adapts solutions where possible to meet the customer’s needs and retain the customer.
• Communicates and reinforces the value and benefits of products and services to customers.
• Analyzes customer product and/or service plans to determine potential price concessions.
• Maintains an acceptable customer retention percent rate while following policy and procedural guidelines.
• Maintains general knowledge and awareness of marketing campaigns and offers for use in retaining customers (e.g., product conversion).
• Tracks customer feedback and provides to management.
• May assume other duties as applied.

Qualifications

• Minimum Education, Licensure and Professional Certification requirements: High school diploma or general education degree (GED) required.
• Minimum Experience required: 3+ years of customer service experience and/or training required.
• Required Skills: Must have internet access with minimum 4.6Mbps 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.
• Preferred Skills: Empathy, organization, leads conversations with positivity and control.

Pay and Benefits

Pays $16.63 plus job based incentive, and your actual base pay will depend on your skills, qualifications, responsibilities, experience, and location. At Frontdoor certain roles are eligible for additional rewards and incentives.

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.

Learn more about benefits at Frontdoor.