What are the responsibilities and job description for the Warranty Admin position at frontdoor, Inc.?
Overview
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: The position requires learning and applying knowledge of the terms and conditions of warranties to accurately advise and educate builder/members, homeowners and others of the responsibilities and obligations under the warranty. As a Warranty Administrator you will apply your energy and problem-solving skills to provide an extraordinary customer experience. You will have the opportunity to take on a variety of responsibilities and the ability to grow within the organization.
Core Job Responsibilities:
- Provide exceptional customer service to internal and external customers
- Answer daily inquiries via phone and email by clarifying desired information, researching, locating, and providing information
- Communicate warranty responsibilities and standards to builders, homeowners, sales reps, and others to provide warranty guidance and/or expedite warranted repairs and minimize insurance claims
- Manage case files by administering the warranty resolution process, which includes investigating facts and gathering documentation necessary to conciliate or mediate between the Homeowner and Builder/Seller
- Thoroughly review claims prior to submission and promptly submit claims to the Warranty Insurer.
- Diffuse escalated situations while reviewing warranty coverage(s). Demonstrate professionalism, empathy, situational Clarity and sensitivity to each customer’s needs.
- Mediate, negotiate, and facilitate solutions in complex warranty complaint cases, under minimal supervision
- Obtain extensive knowledge of the terms and conditions of the warranties to accurately advise and educate builder/members, homeowners and others of the responsibilities and obligations under the warranty.
- Ensure that Service Level Agreements and deadlines are met by coordinating and following up with all necessary parties
- Draft effective written correspondence describing the Construction Performance Guidelines as applied to contractual rights and responsibilities of the parties involved
- Document all customer interactions in a clear, concise and informative matter
- Other duties as assigned
Qualifications
What skills and experience should you bring to this role?
- Possess critical thinking skills to analyze and negotiate a resolution with experience in resolving highly escalated situations
- Strong ability to multi-task and manage competing priorities
- Methodical in approach and attention to detail
- Ability to read and understand technical information and to accurately apply the terms and conditions to resolve warranty construction disputes
- Excellent written and verbal communication skills with the ability to apply problem solving skills to complex situations.
- 1-2 years of office work experience and enjoys working with clients and collaborating with team members
- Must have proficient computer skills working in Word, Excel, and Outlook
Minimum Education, Licensure and Professional Certification requirements: High school diploma or equivalent required, Associate degree in business preferred
Other/State Specific
This role pays between $17/ hr to $19/ hr , and your actual base pay will depend on your skills, qualifications, responsibilities, experience, and location.
At Frontdoor certain roles are eligible for additional rewards and incentives. Speak directly to your recruiter to learn more.
Our approach to benefits is holistic, and includes health, wellbeing and financial components including: insurance for medical/pharmacy, dental, vision, life, and disability, weight loss and smoking cessation programs, matching 401(k) and ability to participate in our employee stock purchase plan.
Learn more about benefits at Frontdoor.
Salary : $17 - $19
