Existing Customer Retention Coordinator

ADT • Jacksonville, FL

5d • Hybrid

About The Position

The Existing Customer Retention Coordinator is an entry-level role in ADT’s Retention organization and Existing Customer Sales department. The role introduces team members to ADT products, policies, and processes and prepares them for potential promotion to Existing Customer Sales Representative, which may occur 60–180 days after starting, depending on readiness. Career progression may also be available in other Retention teams, including Account Management and Collections.

The coordinator handles incoming calls from customers and ADT employees, identifies callers’ needs, recommends appropriate solutions, and transfers calls to the correct department. The role may also involve scheduling or rescheduling sales appointments, service calls, and installations, as well as processing certain cancellation requests.

This position follows a hybrid work-from-home model. Classroom and on-the-job training take place onsite at 10401 Deerwood Park Blvd, Building 2, Jacksonville, FL 32256. After training, work is primarily remote, with possible onsite reporting for one week every 5–8 weeks. The employee must be able to work from home in a distraction-free environment or in the office as business needs require.

Requirements

• High school diploma or equivalent.
• Computer proficiency and problem-solving skills.
• Ability to persuade customers to agree with recommended solutions and/or overcome objections.
• Self-motivation and a professional attitude.
• Ability to work varied hours based on business needs.
• Excellent time-management, planning, and proactive-thinking skills.
• Ability to perform basic arithmetic using whole numbers, common fractions, and decimals.
• Ability to understand and carry out written, oral, or diagrammed instructions using common sense.
• Ability to work in a dynamic, fast-paced environment with frequent changes.
• Ability to maintain composure and avoid aggressive behavior in difficult situations.
• Ability to handle confidential information regarding customer accounts and employee files.
• Ability to work from home in a distraction-free environment or in the office as business needs require.

Nice To Haves

• Some college.
• Experience in customer service and sales or retention.
• Experience working with multiple screens and programs.

Responsibilities

• Answer incoming calls from customers and/or ADT employees.
• Identify the reason for each call through discovery.
• Determine an appropriate solution, make recommendations, and overcome customer objections when needed.
• Transfer calls to the appropriate group to support an optimum customer experience.
• Schedule appointments where applicable.
• Reschedule service or installation appointments where applicable.
• Process cancellation requests where applicable.
• Perform other assigned duties and related work.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED