NHC Specialist I

frontdoor, Inc.•,

6d•$18 - $20

About The Position

Frontdoor is seeking a Warranty Administrator to learn and apply warranty terms and conditions when advising and educating builders/members, homeowners, and others about warranty responsibilities and obligations. The role provides customer support and guidance throughout warranty matters, helps expedite warranted repairs, and works to minimize insurance claims. The position offers varied responsibilities and opportunities to grow within the organization.

Requirements

Critical-thinking skills to analyze and negotiate resolutions, with experience resolving highly escalated situations.
Strong ability to multitask and manage competing priorities.
Methodical approach and attention to detail.
Ability to read and understand technical information and accurately apply warranty terms and conditions to resolve construction disputes.
Excellent written and verbal communication skills and the ability to apply problem-solving skills to complex situations.
One to two years of office work experience.
Proficient computer skills with Word, Excel, and Outlook.
High school diploma or equivalent.

Nice To Haves

Associate degree in business preferred.
Enjoys working with clients and collaborating with team members.

Responsibilities

Provide exceptional customer service to internal and external customers.
Answer daily inquiries by phone and email, clarifying requested information and researching, locating, and providing answers.
Communicate warranty responsibilities and standards to builders, homeowners, sales representatives, and others; provide warranty guidance and help expedite warranted repairs and minimize insurance claims.
Manage case files and administer the warranty resolution process, including investigating facts and gathering documentation to conciliate or mediate between the homeowner and builder or seller.
Review claims thoroughly before submission and submit them promptly to the Warranty Insurer.
Handle escalated situations while reviewing warranty coverage, demonstrating professionalism, empathy, situational clarity, and sensitivity to customer needs.
Mediate, negotiate, and facilitate solutions in complex warranty complaint cases under minimal supervision.
Develop extensive knowledge of warranty terms and conditions to accurately advise and educate builders/members, homeowners, and others about their responsibilities and obligations.
Coordinate and follow up with necessary parties to meet Service Level Agreements and deadlines.
Draft effective written correspondence explaining Construction Performance Guidelines as they apply to the contractual rights and responsibilities of the parties involved.
Document customer interactions clearly, concisely, and informatively.
Perform other duties as assigned.