Description
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 25 mbps to download and 15 mbps to upload.
Education/Certification:
- High school diploma or equivalent.
Experience:
- Minimum of one (1) years 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 4 weeks training and 4 weeks onboarding onsite before transitioning to a remote work from home.
- Training time: 8:30am – 5:30pm EST (30 min lunch).
Schedule:
- Our department is closed on weekends and most holidays, allowing our employees to enjoy every weekend off!
- This role offers a shift schedules ranging from 11:30am to 12:30pm 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 24 weeks 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, wellbeing 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.
- The anticipated end date for application submission is 9/15/2026.
- The role is scheduled to start 10/12/2026.