Customer Service Chat Representative - Fully Remote

About Prism Data Consulting and Frontdoor

Prism Data Consulting is dedicated to empowering data professionals in discovering optimal career opportunities by thoroughly analyzing and verifying employer roles. We are not staffing agents or recruiters. Frontdoor, the parent entity of American Home Shield, innovates home repair and maintenance services by connecting homeowners to expert contractors and providing comprehensive home service plans. With over 50 years of industry experience, American Home Shield serves nearly two million members by offering protection for up to 23 household systems and appliances. The Frontdoor app leverages Streem technology to enable real-time video interactions between homeowners and qualified experts, alongside providing DIY advice and discounts. Further details can be found at frontdoorhome.com.

Role Overview

The Customer Care Associate acts as a liaison between Frontdoor and its customers, contractors, and business partners. This role requires thorough understanding of product coverage and strict adherence to company policies while maintaining professional interactions. Each customer should receive outstanding service throughout their experience.

Key Responsibilities

• Respond to and initiate communications with customers, contractors, and business partners via phone, email, and electronic messaging, aligned with contract terms and corporate guidelines.
• Clarify and uphold contract stipulations to all parties involved.
• Conduct follow-ups to ensure resolution of service-related issues.
• Stay updated with policies, procedures, and complete all mandated continuing education.
• Perform additional assignments as delegated.

Qualifications and Skills

• Minimum educational requirement: High school diploma or GED.
• Preferably over one year of relevant experience.
• Proficient in computer use.
• Strong problem-solving and decision-making abilities.
• Detail-oriented with capacity to multitask.
• Adaptability to a dynamic, fast-paced environment.
• Preferred experience or training in customer service.

Compensation and Benefits

This position offers a wage range from $16 to $17 per hour, dependent on individual qualifications, job responsibilities, experience, and geographic location. Eligible employees might receive additional incentives. Benefits encompass a comprehensive plan featuring medical, pharmacy, dental, vision, life, and disability insurance, wellness programs for weight management and smoking cessation, a 401(k) with matching contributions, and an employee stock purchase option.

Additional Information

The role is open across various U.S. locations including Alabama (Montgomery), Arkansas (Little Rock), Florida (Tallahassee), Georgia (Atlanta), Mississippi (Jackson), North Carolina (Raleigh), Texas (Austin), and Utah (Salt Lake City).