Member Resolution & Retention Specialist

Frontdoor, Inc.; Little Rock (AR); Remote; USD 18,184 - 25,898; Full time

Benefits offered by this job

Health insurance

401(k) matching

Employee stock purchase plan

Job summary

Frontline Customer Service roles at AHS American Home Shield Corp in the United States require handling escalated inquiries, cancellations, and retention efforts. You will resolve issues, communicate product value, and analyze plans to offer concessions when appropriate.

Strong written and verbal communication, conflict resolution, and organization are essential. The role emphasizes customer care and adherence to policies in a full‑time setting.

Qualifications

• Minimum Education: High school diploma or GED.
• Minimum Experience: 3+ years in customer service.
• Must have internet access with sufficient 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 (Microsoft Word, Excel, Outlook).
• Attention to detail, analytical and organizational 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.
• Analyze customer product/service plans to determine potential price concessions.
• Maintain an acceptable customer retention rate following policy and procedures.
• Maintain knowledge of marketing campaigns and offers for retaining customers.
• Track customer feedback and report to management.
• May assume other duties as applied.

Skills

Customer service

Conflict resolution

Written and verbal communication

Interpersonal skills

Attention to detail

Analytical skills

Organizational/time management

Microsoft Word

Excel

Outlook

Education

High school diploma or GED

Tools

Microsoft Word

Excel

Outlook

Job description

Frontline Customer Service roles at AHS American Home Shield Corp in the United States require handling escalated inquiries, cancellations, and retention efforts. You will resolve issues, communicate product value, and analyze plans to offer concessions when appropriate.

Strong written and verbal communication, conflict resolution, and organization are essential. The role emphasizes customer care and adherence to policies in a full‑time setting.