Customer Retention Representative

Company: Frontdoor
Location: Johnson City
Posted on: May 3, 2021

Job Description:

Position Overview

Responds to escalated customer service issues and cancellation requests. Addresses customer requests to cancel service and seeks to resolve customer dissatisfaction. Investigates, researches, and adapts solutions to retain customers. Communicates and reinforces the value and benefits of products and services. Analyzes customer product and/or service plans to determine potential price concessions. Maintains an acceptable customer retention percent rate while following policy and procedural guidelines. Uses marketing campaigns and offers to retain customers.

Job Responsibilities

• Responds to escalated customer service issues and cancellation requests received via phone or written correspondence (e.g., fax, e-mail, letter).

• Addresses customer requests to cancel service and seeks to resolve customer dissatisfaction.

• Investigates, researches, and adapts solutions where possible to meet the customers needs and retain the customer.

• Communicates and reinforces the value and benefits of products and services to customers.

• Analyzes customer product and/or service plans to determine potential price concessions.

• Maintains an acceptable customer retention percent rate while following policy and procedural guidelines.

• Maintains general knowledge and awareness of marketing campaigns and offers for use in retaining customers (e.g., product conversion).

• Tracks customer feedback and provides to management.

Job Requirements

• High school diploma or general education degree (GED) required

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

• Customer service and conflict resolution skills

• Written and verbal communication skills, including influencing and persuading

• Knowledge of and ability to apply contractual terms and concepts

• Knowledge of policies and procedures

• Computer skills (Microsoft Word, Excel, Outlook)

• Attention to detail

• Analytical skills

• Organizational and time management skills

Physical Demands and Working Conditions

The physical demands are representative of those that must be met by an employee to perform the essential function to this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Incumbent must be prepared to:

• Move up to 10 pounds occasionally, by lifting, carrying, pushing, pulling, or otherwise repositioning objects.

• Sitting for long periods of time while using office equipment such as computers, phones and etc.

• Fingering and Repetitive motions; such as movement of wrists, hands and fingers while picking, pinching and typing during your normal working environment.

• Express or exchange ideas with others through the use of spoken word, quickly, accurately, and at an easily audible volume, and receive detailed information through oral communication at usual speaking levels without correction, and/or make fine discriminations in the nature of sounds in the environment.

Incumbent is required to have:

• Close visual acuity to perform detail oriented activities at distances close to the eyes, as well as visual acuity to perform activities at or within arms reach with skill, control, and accuracy, such as preparing and analyzing data, viewing computer screen and expansive reading.

• Incumbent will be subject to:

• Inside working conditions: The change of building environment such as with or without air conditioning and heating.

#INCSCTN

Frontdoor is a company thats 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 AHS 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 more than two million customers across the U.S. through a network of more than 16,000 pre-qualified contractor firms that employ over 45,000 technicians. The companys customizable home service plans help customers protect and maintain their homes from costly and unexpected breakdowns of essential home systems and appliances. With nearly 50 years of experience, the company responds to over four million service requests annually (or one request every eight seconds).For more details, visit frontdoorhome.com.

Job Category: Operations

ID: R0015379

Keywords: Frontdoor, Johnson City , Customer Retention Representative, Other , Johnson City, Tennessee