Retention and Customer Service Representative

Currently remote work has been approved in these following states: Alabama, Arizona, Arkansas, Delaware, Florida, Georgia, Idaho, Indiana, Iowa, Kansas, Kentucky, Louisiana, Mississippi, Nebraska, New Hampshire, North Dakota, Ohio, Oklahoma, South Carolina, South Dakota, Tennessee, Texas, Utah, Virginia, Wisconsin, Wyoming 

What The Role Is: 

In this Remote Customer Service / Sales Representative role, you will be a Retention Specialist whose role is to retain a customer who wants to cancel their ADT services. You will play a key role in the growth of our organization by serving as an expert problem solver in a retention and sales capacity.

You will handle a high volume of incoming calls from customers requesting to cancel and act as an expert by proactively identifying opportunities and recommending long-term solutions to keep a customer’s business.

The Retention Specialist’s number one goal is to provide an award-winning customer experience that increases brand loyalty and retains customers for the long term. A successful retention specialist gets it right the first time by making a situation right and reducing the need for repeat calls or escalations.

 

What’s In It for You:

• Culture is Everything!  You are not joining a company – you are joining a family who all share the same goal - Saving Lives. 
• Development, Development, Development! - We are serious about creating a culture of career advancement!  We want you to achieve your goals personally and professionally!  
• ADT - It’s an Experience!  We create an inclusive experience for every employee focused on family, partnership, development, incentives, and fun!  

Job Expectations:

• Utilize customer service and sales experience daily
• Save the business by re-selling customers on the value of ADT and what matters most.
• Must have sales experience, you will be expected to persuade and upsell customer while reducing customers frustration and displeasure to ultimately saving customers. Escalated calls are a high % of the calls you will receive.
• Appropriately handle back-to-back calls with care, empathy, compassion, overcoming objections, de-escalation and professionalism to ensure the best customer experience.
• Use attention to detail, listen to customer clues, to ask the right questions to uncover the issues and/or concerns to save/sell.
• Leverage exceptional de-escalation skills on difficult escalated calls with a focus on identifying concerns and providing multiple offers to resolve the customer’s concern.
• Retain long-term business for ADT through customer service commitments. Provide the right solution to save the Customer.
• Use proven problem-solving skills to quickly identify the cause of a cancellation request, create quick calculations to work with the customer to negotiate the right solution.
• Consistently improve performance and achieve your goals.
• Ability to multitask; Use several tools (10+) to help retain our customers and make them customers for life through tools like negotiating a lower rate, crediting them for billing errors, providing service to fix their system, and even selling them additional equipment.
• Maintain knowledge of ADT policies, products, services, and systems as well as knowledge of the wireless industry, service capabilities, and other security companies.

Job Requirements:

• Attendance adherence is critical to your success. Training/Onboarding attendance is required for the length of the training program every day for 8 weeks.  Any time missed effects your success. 
• Private, undisturbed place to work from home, free from any distractions
• High speed internet:  DSL, Cable, or Fiber internet service with the ability to hardwire via ethernet from cable modem to your PC
  • 5G Home Internet and Fixed wireless internet are not accepted providers.
• Internet Speeds of at least 50mbps to download and 25mbps to upload.
• Hiring in the following states: Alabama, Arizona, Arkansas, Delaware, Florida, Georgia, Idaho, Indiana, Iowa, Kansas, Kentucky, Louisiana, Mississippi, Missouri, Nebraska, New Hampshire, North Dakota, Ohio, Oklahoma, South Carolina, South Dakota, Tennessee, Texas, Utah, Virginia, Wisconsin, Wyoming.  

How Will You Train: 

• During our 8-week program, you will receive daily support from our training and onboarding teams to ensure you are successful.  
• Your learning