Virtual HVAC Technician - 100% Remote

Frontdoor; United States; Remote; USD 60,000 - 80,000; Full time

Job summary

An innovative company is seeking a skilled HVAC Technician to provide remote diagnosis and triage for customers. This role leverages cutting-edge technology to enhance customer experience and empower homeowners with DIY solutions. You will engage with customers through live video feeds, guiding them through their HVAC service needs while maintaining a focus on safety and efficiency. Join a forward-thinking team that values your expertise and offers a comprehensive benefits package, including health insurance and a 401(k) plan. If you're passionate about customer service and HVAC solutions, this is the perfect opportunity for you.

Benefits

Health Insurance

Dental Insurance

Vision Insurance

Life Insurance

Disability Insurance

401(k) Matching

Employee Stock Purchase Plan

Wellness Programs

Flexible Work Hours

Remote Work Opportunities

Qualifications

• 5+ years of HVAC Field Technician experience required.
• EPA Refrigeration License is mandatory.
• Strong communication skills for customer interaction.

Responsibilities

• Conduct remote diagnostic appointments with HVAC customers.
• Provide technical support using Streem technology.
• Document all customer interactions and next steps.

Skills

HVAC System Diagnosis

Problem Solving

Communication Skills

Microsoft Office Suite

Customer Service

Sales Skills

Attention to Detail

Multitasking

Education

High School Diploma or GED

EPA Refrigeration License

NATE Certification

Tools

Zoom

Microsoft Teams

Microsoft Outlook

Microsoft Excel

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, offers 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:

Do you love helping Customers with HVAC maintenance and repair but are looking to reduce the physical demands and windshield time of field work? Do you have great diagnostic and problem-solving skills and can help Customers understand their options? Are you excited to work from home leveraging technology to interact with Customers, start their service process, and triage potential options ranging from DIY to a traditional service visit?

Frontdoor is looking for an HVAC Technician to perform remote diagnosis and triage. You will engage with Customers using proprietary Streem technology, giving you a live audio and video feed to see the Customer’s HVAC equipment. Your role will help empower Customers to understand repairs they can safely do themselves, and viable, cost-saving options if they cannot.

Responsibilities:

• Conduct remote diagnostic and triage appointments with HVAC Customers using Streem technology
• Provide technical support via Streem and other multi-channel interactions in diagnosing and repairing Customers' HVAC service or maintenance needs
• Deliver a great Customer experience by guiding them through simple, step-by-step instructions to understand their service or maintenance needs and options
• Document all Customer interactions, including systems, model, serial number, actions taken, and next steps
• Maintain and enhance technical knowledge of current HVAC standards, codes, and procedures regarding safe and effective DIY instructions
• Contribute feedback and participate in initiatives related to process improvements, new systems or procedures, new business opportunities, and performance strategies
• Grow sales volume by acquiring new accounts, building member relationships, and making expert product recommendations
• Maintain knowledge of products for application in business transactions
• Develop business relationships and respond to sales inquiries and service needs
• Leverage and analyze data to understand the market, identify opportunities, and develop strategies to grow the business
• Achieve sales objectives and key results (OKRs) as defined
• Serve as a trusted “Advisor” for best practices and cost efficiency for members
• Perform other duties as assigned

Qualifications

Minimum Education, Licensure, and Certification:

High School diploma or GED required; EPA Refrigeration License required; NATE Certification preferred

Minimum Experience:

5+ years of experience as an HVAC Field Technician required

Required Skills:

• Ability to systematically triage and diagnose HVAC systems
• Strong problem analysis and professional judgment skills
• Excellent communication skills to explain technical issues clearly
• Ability to work independently following procedures and policies
• Proficiency with Microsoft products (Zoom, Teams, Outlook, Excel)
• Intermediate to advanced technology skills for multi-channel interactions
• Attention to detail
• Ability to multitask and prioritize effectively
• Self-starter, personable, and relationship builder for sales
• Ability to sell virtually or in person
• Openness to new ideas and continuous improvement
• Desire to learn and adapt in a dynamic environment
• Strong customer service and interpersonal skills
• Experience selling products in a category creation environment

Other/State Specific

This role pays between $34 to $38/hr, depending on skills, qualifications, experience, and location.

Some roles are eligible for additional rewards and incentives. Consult your recruiter for details.

Our benefits include health, wellbeing, and financial components such as medical, dental, vision, life, disability insurance, weight loss and smoking cessation programs, 401(k) matching, and employee stock purchase plans.

Learn more about our benefits at Frontdoor.

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