Retention and Customer Service Representative

ADT•Irving, TX

2d•Hybrid

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 position is fully onsite at our Irving, TX location during training then will be fully remote once graduated from training: 8880 Esters Blvd, Irving, TX 75063.

Requirements

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.
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 plus 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 plus years: Call Center Customer Service / Sales Experience.
High school diploma, GED, college degree or some college experience.

Responsibilities

Save the business by re-selling customers on the value of ADT and what matters most.
Persuade and upsell customers while reducing customers' frustration and displeasure to ultimately saving customers.
Handle escalated calls with care, empathy, compassion, overcoming objections, de-escalation, and professionalism to ensure the best customer experience.
Use attention to detail and listen to customer clues to ask the right questions to uncover 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 goals.
Multitask using several tools (10+) to help retain 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.