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Frontdoor Appliance Purchasing Associate (Customer Support) in Urbandale, Iowa

Position Overview

Communicates with customers regarding appliance options when covered appliances must be replaced. Assists customers in choosing replacement appliances, while describing features and upgrade opportunities.

Job Responsibilities

  • Handles inbound and outbound phone calls regarding appliance options. Provides customer service for replacements, repairs, upgrades, and/or cash-in-lieu of appliance.

  • 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.

  • Offers customers options of upgrading appliances and discusses enhanced features.

  • Makes contact with customers to discuss product replacement and/or repair options.

  • Places appliance orders for customers.

  • Processes credit cards for upgrade orders.

  • Handles escalated customer service issues until resolution is achieved.

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

  • Knowledge of contract coverage, including systems and appliances

  • Math skills

  • Knowledge of business unit policies and procedures

  • Conflict resolution skills

  • Computer skills (Microsoft Word, Excel, Outlook)

  • Attention to detail

  • Multi-tasking

  • Adapt to a fast-paced environment

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, 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 company’s 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: R0015232

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