Virtual Appliance Technician - 100% Remote
Company: Frontdoor
Location: Boise
Posted on: January 26, 2023
Job Description:
OverviewFrontdoor is a company thats 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 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 2.2 million customers across the U.S. through a
network of approximately 17,000 pre-qualified contractor firms that
employ an estimated 60,000 technicians. The companys customizable
home service plans help customers protect and maintain their homes
from costly and unexpected breakdowns of essential home systems and
appliances. With 50 years of home services experience, the company
responds to over four million service requests annually. For
details, visit frontdoorhome.com.ResponsibilitiesSummary :Do you
love helping Customers with Appliance maintenance and repairs but
are looking to reduce the physical demands and windshield time of
field work? Do you have great diagnostic and problem-solving skills
and can help Customers understand their options? Are you excited to
work from home, leveraging technology to interact with Customers to
start their service process and triage potential options ranging
from DIY to a traditional service visit?Frontdoor is looking for an
Appliance Technician to perform remote diagnosis and triage. You
will engage with Customers using proprietary Streem technology
giving you a live audio and video feed to see the Customers
appliance systems. Your role will help empower Customers to
understand repairs they can safely do themselves, and viable,
cost-saving options if they cannot.Responsibilities:
- Conduct remote diagnostic and triage appointments with
appliance Customers using Streem technology
- Provide technical support using Streem and other multi-channel
interactions in the diagnosis and repair of Customers' appliance
service or maintenance needs
- Deliver a great Customer experience by walking them through
simple, step by step instructions to better understand their
service or maintenance need and potential options
- Document all Customer interactions to include systems, model,
serial number, any actions taken, and next steps
- Enhance and maintain technical knowledge of current appliance
trade standards, codes, and procedures regarding safe and effective
do-it-yourself instruction
- Contributes feedback for and/or participates in initiatives
related to process improvements, development or implementation of
new systems or procedures, new business opportunities and
performance improvement strategies
- Grow sales volume while driving to acquire new accounts, build
member relationships, and make expert recommendations for upgraded
products
- Acquires and maintains knowledge and understanding of product
for application in every business transaction.
- Develop business relationships and respond to sales inquiries
and service needs
- Leverages and analyzes data to gain deep understanding of the
market, identify opportunities and continually develop and
implement strategies/tactics to grow existing business
- Grow the business and other sales objectives and key results
(OKRs) as identified
- Serve as a trusted Advisor for best practices and cost
efficiency for members
- May include other duties as assignedQualificationsMinimum
Education, Licensure and Professional Certification
requirements:High School diploma or GED required, NASTeC
certification preferredMinimum Experience required :5+ years of
recent appliance repair experience required,Experience mentoring,
instructing, or teaching of the appliance trade preferredRequired
Skills:
- Ability to systematically triage and diagnose appliance
systems
- Ability to analyze problems and use professional judgement to
offer appropriate course of action according to company procedures
and policies
- Strong communication skills with the ability to communicate
technical issues to the customer in an easy-to-understand
manner
- Ability to work independently according to procedures and
policies
- Ability to use Microsoft products (specifically Zoom, Teams,
Outlook, and Excel)
- Intermediate to advanced technology dexterity in facilitating
multi-channel interactions
- Attention to detail
- Ability to multitask and handle competing priorities
effectively and efficiently
- Are a self-starter, personable and can develop relationships
that create sales
- Ability to sell in person or virtually
- Are open to new ideas, and continually looking for new ways to
approach the business relationship and sales process
- A desire to learn and adapt in a rapidly growing and changing
environment
- Strong customer service and interpersonal skills for dealing
with different types of customers and clients
- Experience selling a product for a category creator; products
not budgeted for alreadyOther/State SpecificAdditional Frontdoor
Total Rewards Information: We are passionate about empowering our
people, and are creating an environment where associates are
engaged and excited to be part of taking the hassle out of home
ownership. 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. The incoming
salary for this role is $35.39/hour for the minimum level of
experience outlined in the requirements for this role; however, the
salary we ultimately offer will typically increase commensurate
with experience.Need help finding the right job?We can recommend
jobs specifically for you!Job Locations US-AZ-Phoenix -
US-NV-Carson City - US-ID-Boise - US-WA-Olympia - US-OR-Salem -
US-CO-Denver - US-MT-Helena - US-NM-Santa Fe - US-WY-Cheyenne -
US-UT-Salt Lake CityID 2022-3021Category Contractor RelationsType
Full TimeCompany AHS American Home Shield Corp
Keywords: Frontdoor, Boise , Virtual Appliance Technician - 100% Remote, Professions , Boise, Idaho
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