Appliance Representative - Two Chicks With A Side Hustle

Frontdoor is a company that’s obsessed with taking the hassle out of owning a home. With services powered by people and enabled by technology, it is the parent company of four home service plan brands: American Home Shield, HSA, Landmark and OneGuard, as well as ProConnect, an on-demand membership service for home repairs and maintenance, and Streem, a technology company that enables businesses to serve customers through an enhanced augmented reality, computer vision and machine learning platform. Frontdoor serves 2.2 million customers across the U.S. through a network of approximately 17,000 pre-qualified contractor firms that employ an estimated 60,000 technicians. The company’s customizable home service plans help customers protect and maintain their homes from costly and unexpected breakdowns of essential home systems and appliances. With 50 years of home services experience, the company responds to over four million service requests annually.

Responsibilities

Summary:

As the Appliance Representative, you will communicate with customers primarily through phone and email and use a variety of software tools to navigate accounts, research and review policies. You’ll advocate for all customer service issues. Ensures that customers and employees receive the best service possible by handling escalated calls, providing technical assistance, coverage assistance and monetary approval for situations where an associate has exceeded their authorization limit. Uses computerized system for tracking, information gathering, and/or troubleshooting.

Responsibilities: 

Handles inbound phone calls regarding appliance replacement orders. Provides customer service for replacement orders, upgrades, and/or cash-in-lieu of a replacement.
Interprets customer contracts and determines appropriate replacement models for customers based on their current appliances.
Assists customers in finding a comparable replacement appliance from an approved list of preferred vendor suppliers.

Discusses product replacement and/or repair options with customers
Handles escalated customer service issues until resolution is achieved.

Qualifications

Minimum Education, Licensure and Professional Certification requirements:  

High school diploma or general education degree (GED) required

Minimum Experience required:

1-3 years of customer service experience and/or training required, or an equivalent combination of education and experience

Required Skills:  

Must have internet access with minimum 4.6Mbps upload/download speeds

Bias for action, flexible problem solver who can multitask
Ability to adapt to a fast-paced environment
Conflict resolution skills

Computer skills in a Windows based environment (Microsoft Word, Excel, Outlook)
Attention to detail

Preferred Skills:  

Solution and detail oriented
Leads conversations with positivity and control – leads members to identified outcome and controls the conversation in a positive fashion.

Other/State Specific

This role pays between $16/hr to $17/hr, and your actual base pay will depend on your skills, qualifications, responsibilities, experience, and location.

At Frontdoor certain roles are eligible for additional rewards and incentives.

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.