Customer Service Chat Representative

About Frontdoor and American Home Shield

Frontdoor seeks to transform how homeowners maintain and repair their most prized possession — their home. As the parent company of two leading brands, it has over 50 years of experience providing homeowners with extensive protection plans against expensive and unexpected breakdowns through a large network of vetted professional contractors. American Home Shield, a leader in home service plans with nearly two million members, offers budget-friendly convenience by covering up to 23 critical home systems and appliances. Frontdoor harnesses innovative Streem technology to connect homeowners via live video chat with expert professionals to troubleshoot and resolve household issues, while also offering DIY advice, discounts, and more.

Role Overview

In the role of Customer Care Associate, you will interface directly with customers, contractors, and business partners such as realtors. You will develop a thorough understanding of product coverage details and strictly follow company policies and procedures to maintain a professional and constructive relationship with various stakeholders. Your core responsibility is to ensure every customer receives the highest quality of service experience possible.

Key Responsibilities

• Provide assistance to customers, contractors, and business partners through inbound/outbound calls, emails, and electronic communications in line with policies, procedures, and contract terms.
• Clearly explain contract coverage details to customers and contractors, ensuring accurate communication.
• Follow up diligently to resolve customer service issues and confirm satisfactory outcomes.
• Stay updated on all policies, procedures, and programs by completing mandatory continuing education courses.
• Take on additional tasks as assigned by the department.

Qualifications and Skills

• High school diploma or GED required.
• Preferably over 1 year of relevant work experience in customer service.
• Proficient computer skills with problem-solving and decision-making capabilities.
• Strong attention to detail and ability to multitask effectively in a dynamic environment.
• Adaptability to fast-paced work settings.
• Customer service experience or training is an advantage.

Compensation and Benefits

The hourly pay ranges from $16 to $17 depending on qualifications, experience, and location. Some roles may qualify for extra incentives, which can be discussed with the recruiter.

Benefits offered include medical, dental, vision, life and disability insurance, wellness programs like weight loss and smoking cessation, a 401(k) matching program, and access to an employee stock purchase plan.

Locations

This position is open across multiple U.S. locations including Montgomery (AL), Little Rock (AR), Tallahassee (FL), Atlanta (GA), Jackson (MS), Raleigh (NC), Austin (TX), and Salt Lake City (UT).