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Frontdoor E-Service Social Media in Virtual, Iowa

Position Overview

Service Support trained associate that receives and/or places telephone calls, chat requests, email requests or social media requests to respond to and resolve customer service issues or post payments to customer accounts. Acts as the customer advocate for all customer service issues. Uses computerized system for tracking, information gathering, and/or troubleshooting. Ensures that customers receive the best service possible through processing service calls, preparing general correspondence and coordinating with other functions as required.

Job Responsibilities

  • Utilizes problem solving skills to respond to and resolve routine customer service issues via inbound and outbound telephone calls, written correspondence and/or electronic communication according to all company policies, standard operating procedures and contract coverage.

  • Follows up with internal and external customers, contractors, and/or business partners to ensure customer service issues are resolved.

  • Maintains current knowledge of all company policies, procedures, & programs.

  • Responsible for effectively providing guidance to associates so they can effective resolve customer service issues.

  • Responsible for effectively handling escalated calls from customers.

  • Responsible for effectively handling pre-appointment calls which includes Basic Service Requests.

  • Responsible for effectively handling post-appointment calls which includes Cancelling Service Request/ Outside Autho.

  • Responsible for effectively handling general service calls which includes Systems and Appliances/Recalls

  • Responsible for effectively handling payment services calls which includes Taking Payments.

Job Requirements

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

  • Customer service experience and/or training preferred

  • Ability to learn the pre- and post-appointment Skills

  • Ability to learn the general service skills and Chat/Social Media/Email requests

  • Ability to learn the payment services skills

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

Job Category: Operations

ID: R0015430