Member Resolution & Retention Specialist

Frontdoor, Inc.; Tallahassee (FL); 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 Tallahassee, FL is hiring for a customer service role focused on escalation handling and cancellation management. You will retain customers by researching solutions and explaining product benefits, while applying company policies.

The role requires strong communication, attention to detail, and the ability to analyze plans for potential concessions. There are incentives and a comprehensive benefits package.

Qualifications

• High school diploma or GED required.
• 3+ years of customer service experience and/or training.
• Internet access with minimum 4.6 Mbps speeds.
• Knowledge of contracts and policies is expected.
• Strong written and verbal communication, including persuasion.

Responsibilities

• Respond to escalated customer service issues and cancellation requests via phone or written correspondence.
• Address cancellation requests and seek to resolve dissatisfaction.
• Investigate and adapt solutions to retain customers.
• Communicate and reinforce product benefits to customers.
• Analyze pricing concessions for customer plans.
• Maintain a strong customer retention rate per policy.
• Stay informed on marketing campaigns to aid retention.
• Track customer feedback and report to management.
• May assume other duties as applied.

Skills

Customer service

Conflict resolution

Written communication

Verbal communication

Contract terms

Attention to detail

Analytical skills

Organizational skills

Education

High school diploma or GED

Tools

Microsoft Word

Excel

Outlook

Job description

AHS American Home Shield Corp. in Tallahassee, FL is hiring for a customer service role focused on escalation handling and cancellation management. You will retain customers by researching solutions and explaining product benefits, while applying company policies.

The role requires strong communication, attention to detail, and the ability to analyze plans for potential concessions. There are incentives and a comprehensive benefits package.