NHC Specialist I

Frontdoor, Inc.; United States; On-site; USD 25,000 - 28,000; Full time

Benefits offered by this job

Health benefits

401(k) plan

Employee stock purchase plan

Disability insurance

Job summary

AHS American Home Shield Corp in the United States is seeking a Warranty Administrator within Frontdoor's family. The role focuses on advising homeowners and builders about warranty terms and processing claims to resolve issues efficiently.

You will handle inquiries by phone and email, maintain case files, and coordinate with insurers while ensuring adherence to service levels and quality standards.

Qualifications

• High school diploma or equivalent required; associate degree in business preferred.
• 1–2 years of office experience; ability to work with clients and team.
• Proficiency in Word, Excel, and Outlook is required.

Responsibilities

• Provide exceptional customer service to internal and external customers.
• Answer daily inquiries via phone and email, clarifying needs and researching information.
• Explain warranty responsibilities to builders, homeowners, and others to guide and expedite repairs.
• Manage case files and the warranty resolution process, including documentation.
• Review claims thoroughly before submission and file to Warranty Insurer.
• Diffuse escalated situations with professionalism and empathy.
• Mediate and negotiate solutions in warranty disputes under supervision.
• Learn terms and conditions to accurately advise on warranty obligations.
• Ensure SLAs and deadlines are met by coordinating with multiple parties.
• Draft written correspondence describing Construction Performance Guidelines.
• Document all customer interactions clearly; perform other duties as assigned.

Skills

Critical thinking

Multitasking

Attention to detail

Read and interpret technical info

Written and verbal communication

Client collaboration

Proficient in Word, Excel, Outlook

Education

High school diploma or equivalent

Associate degree in business

Tools

Word

Excel

Outlook

Job description

Overview

Frontdoor is reimagining how homeowners maintain and repair their most valuable asset – their home. As the parent company of two leading brands, we bring over 50 years of experience in providing our members with comprehensive options to protect their homes from costly and unexpected breakdowns through our extensive network of pre-qualified professional contractors. American Home Shield, the category leader in home service plans with approximately two million members, gives homeowners budget protection and convenience, covering up to 23 essential home systems and appliances. Frontdoor is a cutting edge, one-stop app for home repair and maintenance. Enabled by our Streem technology, the app empowers homeowners by connecting them in real time through video chat with pre-qualified experts to diagnose and solve their problems. The Frontdoor app also offers homeowners a range of other benefits including DIY tips, discounts and more. For more information about American Home Shield and Frontdoor, please visit frontdoorhome.com .

Responsibilities

Summary: The position requires learning and applying knowledge of the terms and conditions of warranties to accurately advise and educate builder/members, homeowners and others of the responsibilities and obligations under the warranty. As a Warranty Administrator you will apply your energy and problem-solving skills to provide an extraordinary customer experience. You will have the opportunity to take on a variety of responsibilities and the ability to grow within the organization.

Core Job Responsibilities

• Provide exceptional customer service to internal and external customers
• Answer daily inquiries via phone and email by clarifying desired information, researching, locating, and providing information
• Communicate warranty responsibilities and standards to builders, homeowners, sales reps, and others to provide warranty guidance and/or expedite warranted repairs and minimize insurance claims
• Manage case files by administering the warranty resolution process, which includes investigating facts and gathering documentation necessary to conciliate or mediate between the Homeowner and Builder/Seller
• Thoroughly review claims prior to submission and promptly submit claims to the Warranty Insurer.
• Diffuse escalated situations while reviewing warranty coverage(s). Demonstrate professionalism, empathy, situational Clarity and sensitivity to each customer’s needs.
• Mediate, negotiate, and facilitate solutions in complex warranty complaint cases, under minimal supervision
• Obtain extensive knowledge of the terms and conditions of the warranties to accurately advise and educate builder/members, homeowners and others of the responsibilities and obligations under the warranty.
• Ensure that Service Level Agreements and deadlines are met by coordinating and following up with all necessary parties
• Draft effective written correspondence describing the Construction Performance Guidelines as applied to contractual rights and responsibilities of the parties involved
• Document all customer interactions in a clear, concise and informative matter
• Other duties as assigned

Qualifications

What skills and experience should you bring to this role?

• Possess critical thinking skills to analyze and negotiate a resolution with experience in resolving highly escalated situations
• Strong ability to multi-task and manage competing priorities
• Methodical in approach and attention to detail
• Ability to read and understand technical information and to accurately apply the terms and conditions to resolve warranty construction disputes
• Excellent written and verbal communication skills with the ability to apply problem solving skills to complex situations.
• 1-2 years of office work experience and enjoys working with clients and collaborating with team members
• Must have proficient computer skills working in Word, Excel, and Outlook

Minimum Education, Licensure and Professional Certification requirements:

High school diploma or equivalent required, Associate degree in business preferred

Other/State Specific

• At Frontdoor certain roles are eligible for additional rewards and incentives. Speak directly to your recruiter to learn more.
• Our approach to benefits is holistic, and includes health, wellbeing and financial components including: insurance for medical/pharmacy, dental, vision, life, and disability, weight loss and smoking cessation programs, matching 401(k) and ability to participate in our employee stock purchase plan.

This role pays between $18.00/hr to $20.00/hr, and your actual hourly pay will depend on your skills, qualifications, responsibilities, experience, and location.

Job Locations

US

ID

2026-4199

Category

Customer Service/Support

Type

Full Time

Company

AHS American Home Shield Corp