Member Resolution & Retention Specialist

Frontdoor, Inc.; Lansing (MI); Remote; USD 22,041 - 27,552; Full time

Benefits offered by this job

Health insurance

401(k) matching

Employee stock purchase plan

Wellbeing programs

Disability insurance

Job summary

AHS American Home Shield Corp is seeking a customer service professional in a role focused on retention and escalation management. You will respond to customer inquiries, explain contract terms, and uphold policy guidelines while protecting customer satisfaction.

The position emphasizes communication, problem solving, and the ability to balance retention with company incentives. A supportive benefits package and a stable work environment accompany the role.

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 and procedures.
• Computer skills with Word, Excel, Outlook.

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 and adapt solutions to meet customer needs and retain them.
• Communicate and reinforce value of products and services.
• Analyze customer plans to determine potential price concessions.
• Maintain customer retention rate following policies.
• Stay informed on 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 & verbal

Communication

Education

High school diploma or GED

Tools

Microsoft Word

Excel

Outlook

Job description

AHS American Home Shield Corp is seeking a customer service professional in a role focused on retention and escalation management. You will respond to customer inquiries, explain contract terms, and uphold policy guidelines while protecting customer satisfaction.

The position emphasizes communication, problem solving, and the ability to balance retention with company incentives. A supportive benefits package and a stable work environment accompany the role.