NHC Specialist 1
About the job
- Possess critical thinking skills to analyze and negotiate a resolution, including experience resolving highly escalated situations.
- Have the ability to multitask and manage competing priorities.
- Take a methodical approach and demonstrate attention to detail.
- Read and understand technical information and accurately apply warranty terms and conditions to resolve construction disputes.
- Have excellent written and verbal communication skills and apply problem-solving skills to complex situations.
- Have 1–2 years of office work experience and enjoy working with clients and collaborating with team members.
- Have proficient computer skills working in Word, Excel, and Outlook.
- Have a high school diploma or equivalent.
- Have an Associate degree in business; this qualification is preferred.
- Provide customer service to internal and external customers.
- Answer daily inquiries by phone and email by clarifying desired information, researching, locating, and providing information.
- Communicate warranty responsibilities and standards to builders, homeowners, sales representatives, and others to provide warranty guidance, expedite warranted repairs, and minimize insurance claims.
- Manage case files by administering the warranty resolution process, including investigating facts and gathering documentation to conciliate or mediate between the homeowner and builder or seller.
- Review claims before submission and promptly submit claims to the warranty insurer.
- Defuse escalated situations while reviewing warranty coverage, demonstrating professionalism, empathy, situational clarity, and sensitivity to each customer’s needs.
- Mediate, negotiate, and facilitate solutions in complex warranty complaint cases under minimal supervision.
- Learn and apply warranty terms and conditions to advise and educate builders, members, homeowners, and others about their responsibilities and obligations.
- Meet service-level agreements and deadlines by coordinating and following up with all necessary parties.
- Draft written correspondence describing how Construction Performance Guidelines apply to the contractual rights and responsibilities of the parties involved.
- Document customer interactions clearly, concisely, and informatively.
About the company
Frontdoor is a large player in the home service industry that provides home service plans, such as home warranties, to protect customers when a covered item breaks. Its products work by customers purchasing a plan, then, when a covered item fails, Frontdoor coordinates service requests with a network of contractors to repair or replace the item, with the plan offering financial protection for those costs. The company differentiates itself through its long history (over 50 years), being the nation’s largest provider of home service plans, and its family of brands (including American Home Shield, HSA, Landmark, and OneGuard), along with a broad network of about 17,000 pre-qualified contractors and over 60,000 technicians serving more than two million customers. Frontdoor’s goal is to reduce hassle for homeowners by simplifying the process of obtaining repairs and protection, thereby improving the overall home ownership experience and transforming the home services industry.
Company Size
501-1,000
Company Stage
IPO
Headquarters
Memphis, Tennessee
Founded
1971
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Simplify's Take
What believers are saying
- August 6, 2026 Q2 adjusted EPS hit $1.93, while EBITDA reached $220 million.
- Management raised 2026 revenue guidance to $2.19 billion-$2.21 billion and buybacks to $330 million.
- Retention improved to 79.6% in Q2 2026, supporting mid-20% margin targets.
What critics are saying
- American Home Shield faced a new TCPA class action on September 6, 2026.
- Chief Accounting Officer Sally J. Shanks resigned September 18, 2026, stressing finance continuity.
- A claims-denial backlash can trigger state probes, contract cancellations, and brand erosion by 2027.
What makes Frontdoor unique
- Frontdoor’s August 2026 multi-brand engine finally drove 1% total member growth.
- Its direct-to-consumer channel grew 5% for seven straight quarters through August 2026.
- The mobile app lifted active users 65% and video-chat usage more than doubled.
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Benefits
- Health Insurance
- Dental Insurance
- Vision Insurance
- Life Insurance
- Disability Insurance
- 401(k) Company Match
- Employee Stock Purchase Plan