Member Resolution & Retention Specialist

Frontdoor, Inc.; Kentucky; Remote; USD 22,041 - 27,552; Full time

Benefits offered by this job

Health insurance

Dental insurance

Vision insurance

Life insurance

Disability insurance

401(k) matching

Employee stock purchase plan

Job summary

AHS American Home Shield Corp. in the United States is seeking a customer service professional to respond to escalations, assist with cancellations, and retain customers. The role emphasizes communication, contract knowledge, and solid problem solving while supporting multiple home protection plans.

The position requires at least a high school diploma and 3+ years of experience, with strong computer and communication skills to navigate policies and speed up resolutions.

Qualifications

• High school diploma or GED required.
• 3+ years of customer service experience and/or training.
• Internet access with minimum 4.6 Mbps speeds.
• Strong written and verbal communication, including influencing and persuading.
• Knowledge of contractual terms, policies, and procedures.
• Proficient computer skills with Word, Excel, and Outlook.

Responsibilities

• Respond to escalated customer service issues and cancellation requests by phone or written correspondence.
• Address requests to cancel service and work to resolve dissatisfaction.
• Investigate and adapt solutions to meet customer needs and retain the customer.
• Communicate the value and benefits of products and services to customers.
• Analyze customer plans to determine potential price concessions.
• Maintain acceptable retention rates following policies and guidelines.
• Stay informed about marketing campaigns and offers for retention.
• Track customer feedback and report to management.
• May assume other duties as applied.

Skills

Customer service

Conflict resolution

Written communication

Verbal communication

Analytical skills

Attention to detail

Organizational skills

Time management

Education

High school diploma or GED

Tools

Microsoft Word

Excel

Outlook

Job description

AHS American Home Shield Corp. in the United States is seeking a customer service professional to respond to escalations, assist with cancellations, and retain customers. The role emphasizes communication, contract knowledge, and solid problem solving while supporting multiple home protection plans.

The position requires at least a high school diploma and 3+ years of experience, with strong computer and communication skills to navigate policies and speed up resolutions.