Member Resolution & Retention Expert

Frontdoor, Inc.; Indianapolis (IN); Remote; USD 1,890,032 - 2,691,864; Full time

Benefits offered by this job

Health insurance

Dental insurance

Vision insurance

Life insurance

Disability coverage

401(k) matching

Employee stock purchase plan

Job summary

Frontdoor’s AHS American Home Shield Corp is seeking an experienced customer service professional for a full‑time role in Indianapolis. You will handle escalated issues, assist with cancellations, and retain customers by explaining benefits and finding solutions.

The role emphasizes communication, policy knowledge, and analytical thinking, with a comprehensive benefits package and incentive opportunities. Prioritize accuracy and customer satisfaction in a fast-paced environment.

Qualifications

• High school diploma or GED required.
• 3+ years of customer service experience and/or training.
• Must have internet access with minimum 4.6Mbps speeds.
• Customer service and conflict resolution skills.
• Written and verbal communication skills, including influencing and persuading.
• Knowledge of contractual terms and concepts.
• Knowledge of policies and procedures.
• Computer skills (Word, Excel, Outlook).
• Attention to detail.
• Analytical skills.
• Organizational and time management skills.

Responsibilities

• Respond to escalated customer service issues and cancellation requests via phone or written correspondence.
• Address customer requests to cancel service and seek to resolve dissatisfaction.
• Investigate, research, and adapt solutions to meet customer 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 rate following policy and procedures.
• Remain aware of marketing campaigns and offers for retention (e.g., product conversion).
• Track customer feedback and report to management.
• May assume other duties as applied.

Skills

Customer service

Conflict resolution

Written communication

Verbal communication

Contract terms knowledge

Policies understanding

Microsoft Word

Microsoft Excel

Microsoft Outlook

Attention to detail

Analytical skills

Organization

Education

High school diploma or GED

Tools

Microsoft Word

Microsoft Excel

Microsoft Outlook

Job description

Frontdoor’s AHS American Home Shield Corp is seeking an experienced customer service professional for a full‑time role in Indianapolis. You will handle escalated issues, assist with cancellations, and retain customers by explaining benefits and finding solutions.

The role emphasizes communication, policy knowledge, and analytical thinking, with a comprehensive benefits package and incentive opportunities. Prioritize accuracy and customer satisfaction in a fast-paced environment.