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. For more information about American Home Shield and Frontdoor, please visit frontdoorhome.com .

Responsibilities

Summary:

As a Training & Development Specialist, you will facilitate virtual instructor-led training of new hires and existing contact center associates. You will record and communicate training activities, learner progress, and attendance. You will also assist with the development and revision of training materials and teach multiple curricula across a variety of business units.

Responsibilities:

• Present information using a variety of instructional techniques or formats, such as role playing, simulations, team exercises, group discussions, videos, or lectures.
• Facilitate virtual classroom sessions across multiple time zones (EST, CST, and MST).
• Evaluate learner progress through academic assessments, hands on practice, and on-the-job training.
• Collaborate with an Instructional Designer to assess, update, and revise training materials.
• Participate in work groups to identify knowledge gaps and recommend learning solutions.
• Review and analyze records for training programs, including, but not limited to, course evaluations and learner participation, data and trends to recommend program changes.
• Keep up with development in learning industry through reading current blogs, articles, professional association membership, and peer learning.
• Prepare for upcoming classes by reviewing the course material, creating the class records in the Learning Management System (LMS), coordinating with Talent Acquisition (TA) and Human Resources (HR), and welcoming the learners.
• Develop and maintain constructive working relationships with stakeholders, such as Human Resources partners, frontline leaders, and subject-matter experts.
• Keep records for each class of attendance, academics, and significant observations.
• Effectively communicate classroom performance of learners to the appropriate stakeholders.
• Assist with maintaining the knowledge base by updating resources, flagging inaccuracies, and answering questions.
• Provide training support for business initiatives by providing train-the-trainer sessions and coaching agents.
• May serve as a mentor for other trainers, providing developmental feedback through observations and peer learning.
• May certify other trainers to facilitate curricula through observation and assessment, using provided materials.
• May assume other duties as applied.

Qualifications

Required Skills:

• Knowledge of training strategies and principles, including adult learning theory, teaching and instruction for individuals and groups, and the measurement of training effects.
• Classroom management skills including organization, time management, recognizing learner accomplishments, and correcting inappropriate behavior.
• Emotional intelligence: The ability to perceive the emotional state of individuals and groups; the ability to modify one’s own verbal and non-verbal mannerisms to engage and build trust.
• Proficiency with virtual classroom software such as Zoom, Microsoft applications such as SharePoint, Word, Excel, PowerPoint, Outlook, and Teams.
• Professional written communication skills. The ability to communicate with both senior business leaders and associates.

Physical Role Requirements: Be seated at a computer intermittently for up to eight hours a day. Move up to 10 pounds occasionally, by lifting, carrying, pushing, pulling, or otherwise repositioning objects. Sitting for long periods of time while using office equipment such as computers and phones. Repetitive motions using hands and digits; such as movement of wrists, hands and fingers while picking, pinching and typing during your normal working environment.

Minimum Education, Licensure and Professional Certification requirements:Bachelor’s degree required

Minimum Experience required: 2+ years of relevant experience

Other/State Specific

This role pays between $67,140.00 to $71,000 annually , and your actual base pay will depend on your skills, qualifications, responsibilities, experience, and location.

About Organization

Frontdoor is a company that’s on a mission to make home ownership simple.
We have the culture and drive of a billion-dollar startup, and are committed to transforming the home services industry.

Our company has more than 50 years of unmatched expertise as the nation’s largest provider of home service plans. Last year, we responded to more than four million service requests from customers who depend on us for financial protection and professional repairs when a covered item breaks down.

At Frontdoor, we wake up every day and obsess about how to take the hassle out of our customer’s lives. We’re inquisitive and innovative, never satisfied with the status quo. We solve problems and make lives better, and enjoy what we do.

Our leadership team has a dynamic mix of experience in disrupting industries, changing how consumers receive products and services, creating leading digital platforms, and ensuring a world-class customer experience. They don’t just talk about culture, they live it, and it's one of ownership, accountability, problem solving, and doing great things every day.

Our family of brands includes American Home Shield (the home warranty plan industry founder and leader), HSA, Landmark and OneGuard. We serve more than two million customers across the U.S. through a network of approximately 17,000 pre-qualified contractor firms that employ over 60,000 technicians.