Note: The job is a remote job and is open to candidates in USA. ADT is a provider of electronic security, home and business automation, and monitoring services. The Retention and Customer Service Representative retains customers who request cancellation by handling high-volume calls, resolving concerns, negotiating solutions, and recommending products or services while delivering a strong customer experience.
Responsibilities
- You will work in a dynamic, collaborative environment, working closely with customers and coworkers
- 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
Skills
- * Utilize **customer service and sales experience**daily
- * 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
- * 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
- * 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
- * **Attendance** adherence is critical to your success. Training/Onboarding attendance**is**required for the length of the training program every day for 8-12 weeks. **Any time missed effects your success.**
- * Private, undisturbed place to work from home, free from any distractions
- * Designated distraction-free place to work from home
- * High speed internet: DSL, Cable, or Fiber internet service with the ability to hardwire via ethernet from cable modem to your PC
- * Internet Speeds of at least 50mbps to download and 25mbps to upload
- * The ability to work with numerous screens and programs open to help resolve customer issues
- * Experience in Sales, Customer Retention, Customer experience, and retaining customers' loyalty to a product or service
- * Be able to interpret contracts and communicate terms and conditions
- * Perform quick calculations
- * Active listening
- * Negotiation Skills
- * 2+ years: in a sales role, in which you had to sell or save a customer, selling and/or saving customers in a company tied to performance
- * 2+ years: Call Center Customer Service / Sales Experience
- * High school diploma, GED, college degree or some college experience
- * This role has **onsite training required** at our ***Jacksonville, FL***office
- * This role requires onsite training for up to 90 days in** ***Jacksonville, FL.***
Benefits
- Paid Training
- Full benefits on the 1st of the month after 31days of employment
- Medical, Dental, Vision, 401(k) with employer matching
- Paid vacation time
- Tuition reimbursement
- Employee referral bonuses
- A culture of coaching, development, and career growth opportunities
- This position is fully onsite at our Jacksonville, FL location during training then will be fully remote once graduated from training
- Our department is closed on weekends and most holidays, allowing our employees to enjoy every weekend off!
Company Overview
Company H1B Sponsorship