Member Resolution Associate/Retention - 100% Remote

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 a Customer Retention Representative, you will respond to escalated customer service issues and cancellation requests. You will address customer requests to cancel service and seeks to resolve customer dissatisfaction. You are responsible for Communicating and reinforcing the value and benefits of products and services. **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 customer’s 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. * May assume other duties as applied. **Qualifications** **Minimum Education, Licensure and Professional Certification requirements:** High school diploma or general education degree (GED) required **Minimum Experience required:** 3\+ years of customer service experience and/or training required **Required Skills:** \*\* \*\* * Must have internet access with minimum 4\.6Mbps upload/download speeds * 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) * Attent