Virtual Plumbing Technician - 100% Remote

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

Job summary

Frontdoor is seeking a Plumber Technician to perform remote diagnosis and triage using innovative technology. This role involves engaging with customers via live feeds to assess plumbing issues, guiding them through repairs, and providing excellent customer service. Ideal candidates will have strong diagnostic skills and a background in residential plumbing. Join a company that values your expertise and offers competitive pay and benefits.

Benefits

Medical Insurance

Dental Insurance

Vision Insurance

401(k) Matching

Stock Purchase Plans

Qualifications

• At least 5 years of residential plumbing service experience required.

Responsibilities

• Conduct remote diagnostic and triage appointments with plumbing customers.
• Provide technical support via Streem and other multi-channel interactions.
• Document all customer interactions and maintain technical knowledge.

Skills

Diagnostic Skills

Problem Analysis

Communication

Technological Dexterity

Customer Service

Education

High School Diploma or GED

Journeyman and/or Master Plumber

Tools

Microsoft Office

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 provides homeowners with DIY tips, discounts, and more. For more information, please visit frontdoorhome.com.

Responsibilities

Summary:

Are you passionate about helping customers solve plumbing issues but prefer to reduce physical demands and windshield time? Do you have excellent diagnostic and problem-solving skills and enjoy explaining options to customers? Are you excited about working remotely, leveraging technology to interact with customers and assist them in starting their service process and triage options from DIY to traditional service visits?

Frontdoor is seeking a Plumber Technician to perform remote diagnosis and triage. Using proprietary Streem technology, you will engage with customers via live audio and video feeds to assess and resolve plumbing system issues. Your role will empower customers to understand repairs they can safely perform themselves and identify cost-effective solutions when necessary.

Responsibilities:

• Conduct remote diagnostic and triage appointments with plumbing customers using Streem technology
• Provide technical support via Streem and other multi-channel interactions for diagnosis and repair of plumbing needs
• Deliver excellent 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 system details, actions taken, and next steps
• Maintain and enhance technical knowledge of current plumbing standards, codes, and safe DIY procedures
• Contribute to process improvements, system development, and new business initiatives
• Drive sales volume by acquiring new accounts, building relationships, and recommending upgraded products
• Develop product knowledge for effective application in transactions
• Respond to sales inquiries and service needs, building business relationships
• Analyze market data to identify opportunities and develop strategies for growth
• Achieve sales objectives and key results (OKRs)
• 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; Journeyman and/or Master Plumber preferred

Experience:

At least 5 years of residential plumbing service experience required

Required Skills:

• Ability to systematically diagnose plumbing systems
• Strong problem analysis and judgment skills
• Excellent communication skills for explaining technical issues clearly
• Ability to work independently following procedures and policies
• Proficiency with Microsoft Office (Zoom, Teams, Outlook, Excel)
• Technological dexterity for multi-channel interactions
• Attention to detail and multitasking abilities
• Self-starter with personable nature and sales aptitude
• Ability to sell in person or virtually
• Open to new ideas and continuous learning
• Strong customer service and interpersonal skills
• Experience selling products in new categories

Other/State Specific

This role pays between $38 to $44/hr, depending on skills, experience, and location.

Additional rewards and incentives may be available. Consult your recruiter for details.

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

Learn more about benefits at Frontdoor.

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