Customer Service Chat Representative - Virtual USA

Frontdoor; United States; On-site; USD 22,041 - 23,419; Full time

Benefits offered by this job

Health insurance

Dental insurance

Vision insurance

Life insurance

Disability insurance

Weight loss programs

Smoking cessation programs

401(k) matching

Employee stock purchase plan

Job summary

Frontdoor is seeking a Customer Care Associate to represent the business to customers and partners. You will learn product coverage, follow guidelines, and maintain professional relations while delivering the best service experience.

You will handle inquiries via telephone and written communication, explain contract coverage, and ensure issues are resolved with thorough follow-up and accuracy. Training is provided with multiple benefits and growth opportunities.

Qualifications

• High school diploma or GED required.
• 1+ years of experience preferred.
• Strong computer literacy and communication skills.

Responsibilities

• Assist customers, contractors, and partners via calls and messages per policies.
• Explain and uphold contract coverage to customers/contractors.
• Follow up to ensure issues are resolved and knowledge updated.

Skills

Problem solving

Attention to detail

Multi-tasking

Adapt to a fast-paced environment

Computer literacy

Education

High school diploma or GED

Job description

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 frontdoorhome.com.

Responsibilities

Summary: As a Customer Care Associate you will represent the business unit to customers and business partners (e.g., contractors, realtors, etc.). You will acquire knowledge and understanding of product coverage and must adhere to departmental guidelines, policies, and procedures while maintaining a professional and businesslike relationship with both internal and external customers. You are responsible for providing every customer with the best possible service experience.

• Assists customers, contractors, and/or business partners via inbound and outbound telephone calls, written correspondence and/or electronic communication according to all policies, procedures, and contract coverage.
• Explains and upholds contract coverage to customers and/or contractors.
• Follows up with customers, contractors, and/or business partners to ensure customer service issues are resolved.
• Maintains current knowledge of all policies, procedures, programs and completes required continuing education courses.
• May assume other duties as assigned.

Qualifications

Minimum Education, Licensure and Professional Certification requirements: High school diploma or general education degree (GED) required.

Minimum Experience required: 1+ years of experience preferred.

Required Skills

• Computer literacy
• Problem solving and decision making
• Attention to detail
• Multi-tasking
• Adapt to a fast‑paced environment

Preferred Skills

• Customer service experience and/or training
• Other/State Specific

This role pays between $16 to $17/hr, 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. Speak directly to your recruiter to learn more.

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 (https://frontdoor.jobs/benefits/) at Frontdoor.