[Hiring] Warranty Administrator @Frontdoor, Inc.

Role Description

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.

• 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.
• Mediates, negotiates, and facilitates 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 manner.
• Other duties as assigned.

Qualifications

• 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.

Requirements

• High school diploma or equivalent required, Associate degree in business preferred.

Benefits

• This role pays between $18.00/hr to $20.00/hr, and your actual hourly 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.