Member Resolution & Retention Specialist

Frontdoor; United States; Remote; USD 20,664 - 26,174; Full time

Benefits offered by this job

Benefits package

Incentives

Job summary

Frontdoor is seeking a Customer Retention Representative to respond to escalated service issues and cancellation requests, reinforcing the value of our products and services while protecting member relationships. You will analyze customer needs, apply contractual terms, and collaborate with teams to resolve concerns, aiming to retain customers through effective communication, empathy, and problem solving.

This role emphasizes accuracy, speed, and adherence to policies as you help improve

Qualifications

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

Responsibilities

• Responds to escalated customer service issues and cancellation requests received via phone or written correspondence (e.g., fax, e-mail, letter).
• Addresses customer requests to cancel service and seeks to resolve customer dissatisfaction.
• Investigates, researches, and adapts solutions where possible to meet the customer’s needs and retain the customer.
• Communicates and reinforces the value and benefits of products and services to customers.
• Analyzes customer product and/or service plans to determine potential price concessions.
• Maintains an acceptable customer retention percent rate while following policy and procedural guidelines.
• Maintains general knowledge and awareness of marketing campaigns and offers for use in retaining customers (e.g., product conversion).
• Tracks customer feedback and provides to management.

Skills

Customer service

Conflict resolution

Communication skills

Contractual terms knowledge

Policies knowledge

Computer skills

Attention to detail

Analytical skills

Organizational skills

Education

High school diploma

Tools

Microsoft Word

Excel

Outlook

Job description

Frontdoor is seeking a Customer Retention Representative to respond to escalated service issues and cancellation requests, reinforcing the value of our products and services while protecting member relationships. You will analyze customer needs, apply contractual terms, and collaborate with teams to resolve concerns, aiming to retain customers through effective communication, empathy, and problem solving.

This role emphasizes accuracy, speed, and adherence to policies as you help improve