Existing Customer Retention Coordinator

ADT • Jacksonville, FL

4d • Hybrid

About The Position

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

The coordinator answers incoming calls, discovers the reason for each call, identifies an appropriate solution, and transfers the call to the correct department. The position may also involve scheduling or rescheduling sales appointments, service calls, and installations, as well as processing certain cancellation requests.

This role 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, the employee primarily works remotely but may be required to report to the office 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.

Compensation during training is $13 per hour plus $80 weekly. After the training wage period, compensation is $13 per hour plus uncapped commission.

Requirements

• High school diploma or equivalent.
• Experience working with multiple screens and programs.
• Computer proficiency and problem-solving skills.
• Ability to persuade customers to agree with a recommended path and/or overcome customer 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 add, subtract, multiply, and divide using whole numbers, common fractions, and decimals.
• Ability to use common-sense understanding to carry out written, oral, or diagram-based instructions.
• Ability to work in a dynamic, fast-paced environment with frequent changes.
• Ability to maintain composure and keep emotions in check, including in difficult situations.
• Ability to work with confidential customer account and employee file information.
• Ability to work from home in a distraction-free environment or in the office based on business needs.
• Ability to meet the described physical demands, with reasonable accommodations available.

Nice To Haves

• Some college.
• Experience in customer service and sales or retention.

Responsibilities

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

What This Job Offers

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