Appliance Purchasing Representative - 100% Remote

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: 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. Bilingual (English/Spanish) preferred Other/State Specific This role pays between $16.00/hr to $17.00/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. 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. Learn more about benefits at Frontdoor.