Date PostedSeptember 15, 2022
Expiration dateDecember 25, 2022
Join Frontdoor as Customer Service Representative II / Authorizer in Des Moines, Frontdoor is a company that’s on a mission to make home ownership simple at all refer details to know more about role and responsibility.
Post: Customer Service Representative II / Authorizer
Work Location: Des Moines, Iowa, United States
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) and an expanding portfolio of home services. Frontdoor serves more than two million customers across the U.S. through a network of 16,000 pre-qualified contractor firms that employ over 45,000 technicians. The company’s customizable home service plans help customers protect and maintain their homes from costly and unplanned breakdowns of essential home systems and appliances. With more than 45 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.
What is this role about?
American Home Shield/OneLand Authorizers play a very important front-line role interacting with our valued customers regarding their home warranty plan coverage.
What does a “Day-in-the-Life” look like?
This fast paced role is based in one of our Customer Contact Centers across the country. In this role you are interpreting contracts and coverage for inquiries from customers, technicians, and contractors related to HVAC, appliance and other home systems; authorizers often work across departments and utilize multiple resources to effectively resolve inquiries for our customers.
Here are a few specifics of what you would be doing each day:
Approving initial diagnosis of issues reported by customers
Authorizing repair (or replacement) of systems or appliances covered by the plan
Negotiating pricing with contractors
Coordinating appropriate follow-up with customers or contractors to ensure issues are resolved satisfactorily
Informing customers of non-covered claims and effectively explaining the reason why
Providing your technical knowledge and expertise to other colleagues
What do I need to be successful?
High school diploma or GED is required
Prior customer service or related experience is preferable
Experience with HVAC and other mechanical systems highly desirable
You are able to effectively interpret home warranty plans, contract coverage, etc.
You enjoy engaging with customers and providing quality service
You are good at solving problems and explaining solutions
You are effective at conflict resolution
You excel at de-escalating upset or frustrated customers
You thrive in a fast paced environment where multi-tasking is necessary
You have strong communication skills – interpersonal and written
You have solid computer skills including having worked with Microsoft Office products
Why should I choose American Home Shield/OneLand?
In addition to being part of a great brand with an exciting future, here are some other highlights of what we offer members of the Frontdoor Team.
Comprehensive training, all paid by the company
Very competitive compensation program
Opportunities for advancement and career growth – including paths into management level roles
Medical, dental and vision coverage + discounts on ServiceMaster brands
Short/long-term Disability and Life Insurance
Paid time off
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Job Locations US-GA-Atlanta | US-MI-Lansing | US-IN-Indianapolis | US-NC-Raleigh | US-SC-Columbia | US-TN-Nashville | US-IA-Des Moines | US-MS-Jackson | US-AR-Little Rock | US-AL-Montgomery
Category Customer Service/Support
Type Full Time
Company AHS American Home Shield Corp
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