Remote Customer Service/Sales Representative

ADT Security Services • Knoxville, TN

253d • $18 - $21 • Remote

About The Position

In this Remote Customer Service/Sales Representative role, you will be a Retention Specialist whose role is to retain a customer who wants to cancel their ADT services. You will play a key role in the growth of our organization by serving as an expert problem solver in a retention and sales capacity. You will handle a high volume of incoming calls from customers requesting to cancel and act as an expert by proactively identifying opportunities and recommending long-term solutions to keep a customer's business. The Retention Specialist's number one goal is to provide an award-winning customer experience that increases brand loyalty and retains customers for the long term. A successful retention specialist gets it right the first time by making a situation right and reducing the need for repeat calls or escalations. This role requires onsite paid training for the first 8-12 weeks in Knoxville, TN.

Requirements

• 2 years in a sales role with a focus on customer retention.
• 2 years of Call Center Customer Service/Sales Experience.
• High school diploma, GED, college degree, or some college experience.
• Ability to work with numerous screens and programs.
• Experience in sales, customer retention, and customer experience.
• Active listening and negotiation skills.
• Ability to interpret contracts and communicate terms.

Responsibilities

• Utilize customer service and sales experience daily.
• Save the business by re-selling customers on the value of ADT.
• Persuade and upsell customers while reducing frustration.
• Handle back-to-back calls with care, empathy, and professionalism.
• Use attention to detail to uncover customer issues.
• Leverage de-escalation skills on difficult calls.
• Retain long-term business through customer service commitments.
• Provide the right solution to save the customer.
• Use problem-solving skills to negotiate solutions.
• Maintain knowledge of ADT policies, products, and services.

Benefits

• Paid Training.
• Full benefits on the 1st of the month after 31 days 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.

What This Job Offers

• Job Type: Full-time
• Industry: Administrative and Support Services
• Education Level: High school or GED