Position Summary:
ADT is committed to hiring team members who are passionate about providing
exceptional customer service - people who understand the importance of customer
satisfaction and what it means to their career development. As a company that
is well-positioned to continue meeting and exceeding our customers' evolving
needs, ADT also takes pride in upholding a rewarding work experience for all of
our team members.
Duties and Responsibilities:
Resolve inbound and outbound calls by using multiple applications and
screens.
Respond to general billing inquiries to review and resolve account issues.
Ability to negotiate and obtain payments today or postdate within 7 days.
Direct customers to appropriate team within ADT if issue is outside the scope
of the collection’s role.
Ability to clearly explain billing charges and answer any questions related
to billing.
Ask probing questions to overcome objections by utilizing negotiation skills.
Meet minimal standards/goals monthly.
Meet all compliance and QA standards.
Flexibility with special projects which may require overtime.
Maintain appropriate attendance and adherence goals.
High speed internet required: 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 50 mbps to download and 25 mbps to upload.
Education/Certification:
High school diploma or equivalent.
Experience:
Minimum of one (1) year in first-party collections (non-A/R), specific
relatable experience includes: Car loan, financial and credit card
collections including taking payments from customers and/or setting up
payment arrangements, advising required payment amount
Customer Service experience in a remote setting
Multi-Computer-screen navigation, multiple applications, strong negotiation
skills
Skills:
Basic typing, math, and problem-solving skills
Strong communication and verbal skills
Ability to multitask with multiple computer programs.
PC experience and/or ability to learn basic functions.
Training:
This role is onsite training in our Jacksonville, Florida, location for 10+
weeks (dependent on readiness) before transitioning to a remote work from
home. Candidates must reside 30 miles from the Jacksonville, Florida, site
location for on-site training before transitioning to remote.
Training time: Monday - Friday, 8:30 am - 5:30 pm
Schedule:
Our department is closed on weekends and most holidays, allowing our
employees to enjoy every weekend off!
This role offers a shift schedule ranging from 10:00 am to 12:30 pm EST start
time Monday – Friday.
Pay and Benefits Disclosure:
The starting hourly rate for this position is $17.00 per hour and will reach
$20.00 per hour after 180 days of employment. (You will receive incremental
increases of .50 every 4 weeks until the rate of $20.00 is reached).
We offer employees access to healthcare benefits, a 401(k) plan and company
match, short-term and long-term disability coverage, life insurance, well-being
benefits, and paid time off, among others. Employees accrue up to 120 hours in
their first year. Your accrual rate increases after your first year. We also
offer 6 paid holidays.
Anticipated application end date: 12/24/26. This role is scheduled to start
1/18/27.
Company Overview:
ADT has been in the business of helping save lives since 1874. As the #1 smart
home security provider in the U.S., we help protect and connect families,
businesses and larger commercial customer every day. Our continuous innovation,
advanced technology and strategic partnerships deliver products and services
that help protect life and valuables, whether at home, your business or on the
go. And as times change, so do we. Above all, our mission is clear: we help save
lives for a living. Looking for a career where you can make a real impact? Join
our team today and put purpose behind your paycheck. #WeAreADT
Check out more about life at ADT here [https://jobs.adt.com/working-at-adt/].