Member Resolution & Retention Specialist

Frontdoor, Inc.; Boise (ID); Remote; USD 19,286 - 26,174; Full time

Benefits offered by this job

Health insurance

Dental insurance

Vision insurance

401(k) matching

Employee stock purchase plan

Job summary

AHS American Home Shield Corp is seeking a customer service professional to handle escalated inquiries, process cancellations, and work to retain customers. The role emphasizes understanding product value, policy terms, and effective communication with clients in a supportive capacity.

Base duties include analyzing plans for potential concessions, supporting retention campaigns, and collaborating with teams to address feedback. Boise-based positions are among several U.S. locations.

Qualifications

• High school diploma or GED required.
• 3+ years of customer service experience.
• 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 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.

Responsibilities

• 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 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 knowledge of marketing campaigns and offers for use in retaining customers.
• Track customer feedback and provide it to management.
• May assume other duties as applied.

Skills

Customer service

Conflict resolution

Written communication

Verbal communication

Policy knowledge

Attention to detail

Analytical skills

Organizational skills

Time management

Empathy

Education

High school diploma or GED

Tools

Microsoft Word

Excel

Outlook

Job description

AHS American Home Shield Corp is seeking a customer service professional to handle escalated inquiries, process cancellations, and work to retain customers. The role emphasizes understanding product value, policy terms, and effective communication with clients in a supportive capacity.

Base duties include analyzing plans for potential concessions, supporting retention campaigns, and collaborating with teams to address feedback. Boise-based positions are among several U.S. locations.