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Virtual HVAC Technician - 100% Remote
Overview
Frontdoor is reimagining how homeowners maintain and repair their most valuable asset – their home. As the parent company of two leading brands, we bring over 50 years of experience in providing our members with comprehensive options to protect their homes from costly and unexpected breakdowns through our extensive network of pre-qualified professional contractors. American Home Shield, the category leader in home service plans with approximately two million members, gives homeowners budget protection and convenience, covering up to 23 essential home systems and appliances. Frontdoor is a cutting edge, one-stop app for home repair and maintenance. Enabled by our Streem technology, the app empowers homeowners by connecting them in real time through video chat with pre-qualified experts to diagnose and solve their problems. The Frontdoor app also offers homeowners a range of other benefits including DIY tips, discounts and more.
Responsibilities
Do you love helping Customers with HVAC maintenance and repair 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 start their service process and triage potential options ranging from DIY to a traditional service visit?
Frontdoor is looking for a HVAC 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 Customer’s HVAC equipment. 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 HVAC Customers using Streem technology
- Provide technical support using Streem and other multi-channel interactions in the diagnosis and repair of Customers\' HVAC 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 HVAC 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 assigned
Qualifications
High School diploma or GED required, EPA Refrigeration License required, NATE Certification preferred
5+ years of experience as an HVAC Field Technician required
Required Skills:
- Ability to systematically triage and diagnose HVAC 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 already
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.
