Remote Customer Experience e‑Service Chat Specialist – Home Service Solutions & Digital Support Champion

Why Join Frontdoor? – Transforming Home Care for Millions

Imagine being part of a company that is redefining how homeowners protect, maintain, and repair the most valuable asset they own – their home. Frontdoor is at the forefront of this transformation, operating two iconic brands with a combined heritage of more than five decades. Our flagship, American Home Shield, serves roughly two million members with comprehensive home‑service plans that cover up to 23 essential systems and appliances. The cutting‑edge Frontdoor app, powered by patented Streem technology, instantly connects homeowners with vetted experts through video chat, empowering them to diagnose issues, receive DIY guidance, and access exclusive discounts – all from the comfort of their couch.

Our mission goes beyond fixing leaky faucets or broken furnaces; we aim to bring peace of mind, financial protection, and a seamless digital experience to every household we serve. As a remote‑first organization, we believe great talent can thrive anywhere – which is why we’re seeking a compassionate, tech‑savvy, and purpose‑driven individual to become our next e‑Service Chat Representative. If you’re motivated by helping people, love solving problems in real time, and want to work for a company that truly values innovative service, read on.

Role Overview – What You’ll Do Every Day

As a Remote Customer Experience e‑Service Chat Specialist, you will become the digital voice of Frontdoor, delivering world‑class support to homeowners, contractors, and strategic partners. You’ll navigate a dynamic blend of inbound and outbound communications – from chat and email to video calls – ensuring every interaction reflects our brand promise of reliability, empathy, and expertise.

Key Responsibilities

• Engage with customers through multiple channels – Provide timely and accurate assistance via live chat, email, and scheduled video calls while adhering to Frontdoor’s service standards.
• Explain contract coverage clearly – Help homeowners understand their home‑service plans, coverage limits, and eligibility, translating complex policy language into everyday terms.
• Facilitate contractor coordination – Serve as the liaison between our pre‑qualified contractor network and members, arranging appointments, sharing diagnostic information, and ensuring seamless service delivery.
• Resolve issues proactively – Investigate and troubleshoot problems, make informed decisions, and follow up until resolution, turning potentially frustrating experiences into positive outcomes.
• Maintain product expertise – Continuously update knowledge of policies, procedures, and new features of the Frontdoor app, completing all required continuing‑education modules.
• Document interactions precisely – Log every customer interaction in our CRM system with detailed notes, ensuring data integrity for future reference and analytics.
• Participate in quality initiatives – Contribute insights during team huddles, share best practices, and help refine standard operating procedures to elevate overall service quality.
• Adopt a video‑first mindset – Conduct video consultations as needed, utilizing the Streem platform to demonstrate troubleshooting steps, visual inspections, or product walkthroughs.
• Support occasional outreach – Assist with outbound communications such as service plan renewal reminders, satisfaction surveys, or targeted promotions.
• Embrace flexibility – Adapt to fluctuating call volumes, seasonal spikes, and evolving technology, always keeping the customer’s needs at the forefront.

Essential Qualifications – What You Must Bring

• Education: High school diploma or GED; equivalent work experience may be considered.
• Experience: Minimum 1 year of customer‑service experience (in‑house, call‑center, or remote) preferred; experience with chat or video support is a plus.
• Technical proficiency: Comfortable navigating multiple software platforms, CRM tools, and video‑chat applications; strong computer literacy.
• Communication skills: Exceptional written and verbal communication, with a talent for explaining technical concepts in layman's terms.
• Problem‑solving ability: Proven track record of diagnosing issues, making sound decisions, and guiding customers to successful outcomes.
• Attention to detail: Ability to document interactions accurately and ensure compliance with contract guidelines.
• Multitasking competence: Skilled at handling several conversations simultaneously while maintaining quality and empathy.
• Adaptability: Thrive in a fast‑paced, constantly evolving environment; openness to learning new tools and processes.
• Video interaction readiness: Willingness and ability to appear on video calls during working hours, presenting a professional demeanor.

Preferred Skills & Additional Assets

• Prior experience in home‑service, insurance, or property‑maintenance industries.
• Familiarity with home‑repair terminology and common household systems (HVAC, plumbing, electrical, etc.).
• Certification or training in customer‑service excellence (e.g., Certified Customer Service Professional).
• Experience working fully remotely, including self‑management of time, workspace, and technology.
• Fluency in a second language, enhancing support for diverse member demographics.

Core Competencies for Success

• Empathy & Emotional Intelligence: Ability to listen actively, understand customer emotions, and respond with genuine care.
• Analytical Thinking: Evaluate information quickly, pinpoint root causes, and propose practical solutions.
• Collaboration: Partner effectively with internal teams (product, operations, training) and external contractors.
• Time Management: Prioritize tasks, meet service‑level agreements, and balance inbound inquiries with outbound initiatives.
• Continuous Learning: Pursue ongoing education, stay current on product updates, and embrace new technology.

Career Growth & Learning Opportunities

Frontdoor invests heavily in the professional development of its people. As a Remote Customer Experience e‑Service Chat Specialist, you will have access to:

• Structured onboarding that pairs you with a seasoned mentor for the first 90 days.
• Learning pathways covering advanced troubleshooting, product knowledge, and communication excellence.
• Certification programs (e.g., Certified Home Services Specialist) fully funded by the company.
• Internal mobility – Opportunities to transition into roles such as Quality Assurance Analyst, Operations Supervisor, or Product Trainer.
• Leadership tracks – High‑performing associates are considered for management or specialist coaching positions within two years.
• Community & networking – Virtual events, peer‑learning circles, and cross‑functional collaboration forums.

Compensation, Perks & Benefits

While the hourly rate for this role ranges from $15–$17, your total rewards package includes a blend of competitive pay, performance incentives, and comprehensive benefits designed to support your health, wealth, and well‑being.

• Health & Wellness: Medical, dental, vision, prescription drug coverage; mental‑health resources and employee assistance programs.
• Financial Security: 401(k) plan with company match, employee stock purchase plan, life and disability insurance.
• Work‑Life Balance: Flexible scheduling, paid time off, holidays, and a fully remote work model eliminating commute.
• Well‑Being Programs: Weight‑loss initiatives, smoking‑cessation support, wellness challenges, and ergonomic home‑office stipends.
• Recognition & Incentives: Quarterly performance bonuses, spot awards, and “Employee of the Month” honors.
• Learning Funds: Annual budget for courses, conferences, or certifications of your choosing.

Our Culture – The Frontdoor Way

At Frontdoor, we celebrate a culture that blends the entrepreneurial spirit of a tech startup with the stability of an established industry leader. Core pillars include:

• Customer‑Centricity: Every decision starts with the homeowner’s experience in mind.
• Innovation: We encourage experimentation, continuous improvement, and bold ideas that reshape home care.
• Inclusivity: A diverse, equitable, and welcoming environment where all voices are heard.
• Collaboration: Remote work doesn’t mean isolation – we foster teamwork through virtual huddles, cross‑functional projects, and mentorship.
• Integrity: Transparent communication, ethical conduct, and a steadfast commitment to do what’s right for our members.

Our remote employees enjoy a supportive infrastructure: reliable IT hardware, secure VPN access, and an always‑on help desk to keep you productive from any location.

Application Process – Join Us Today

We’re looking for passionate individuals who aren’t afraid to roll up their sleeves, explore innovative solutions, and deliver unforgettable service experiences. Even if you feel you don’t meet every single requirement, we encourage you to apply – great talent comes in many forms, and we love discovering potential.

Ready to make a difference in the lives of millions of homeowners? Click the link below to submit your application, attach a resume that highlights your relevant experience, and include a brief cover letter telling us why you’re excited to become part of Frontdoor’s remote team.

Apply Now – Become a Frontdoor e‑Service Chat Specialist

We Encourage You to Apply!

Even if you think you’re not a perfect match, we’d still love to hear from you. Great people build great teams, and we’re eager to discover the unique strengths you can bring to Frontdoor.