Retention and Customer Service Representative

ADT Security Services, Inc•Jacksonville, FL

55d•$18 - $21•Hybrid

About The Position

In this Retention and Customer Service 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 Jacksonville, FL location during training then will be fully remote once graduated from training: 10401 Deerwood Park Blvd, Building 2; Jacksonville, FL 32256 What's In It For You: Culture is Everything! You are not joining a company - you are joining a family who all share the same goal - Saving Lives. Development, Development, Development! - We are serious about creating a culture of career advancement! We want you to achieve your goals personally and professionally! ADT - It's an Experience! We create an inclusive experience for every employee focused on family, partnership, development, incentives, and fun!

Requirements

Attendance adherence is critical to your success. Training/Onboarding attendance is required for the length of the training program every day for up to 90 days 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
5G Home Internet and Fixed wireless internet are not accepted providers.
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

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.