Retention and Customer Service Representative

ADT • Jacksonville, FL

110d • $18 - $21

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 10 weeks in Jacksonville, FL.

Requirements

• Attendance adherence is critical; training attendance is required for the length of the program.
• Private, undisturbed place to work from home, free from distractions.
• High-speed internet with specific requirements (not 5G or fixed wireless).
• 2+ years in a sales role focused on selling or saving customers.
• 2+ years of Call Center Customer Service/Sales Experience.
• High school diploma, GED, college degree, or some college experience.

Nice To Haves

• Experience in Sales, Customer Retention, and Customer Experience.
• Ability to interpret contracts and communicate terms and conditions.
• Perform quick calculations.
• Active listening and negotiation skills.

Responsibilities

• 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.
• Persuade and upsell customers while reducing frustration and displeasure.
• Handle back-to-back calls with care, empathy, compassion, and professionalism.
• Use attention to detail to uncover customer issues and concerns.
• Leverage exceptional de-escalation skills on difficult escalated calls.
• Retain long-term business for ADT through customer service commitments.
• Use proven problem-solving skills to identify cancellation causes and negotiate solutions.
• Consistently improve performance and achieve goals.
• Multitask using several tools to retain customers.
• Maintain knowledge of ADT policies, products, services, and systems.

Benefits

• Paid Training.
• Full benefits on the 1st of the month after 31 days of employment.
• Energetic and engaging work environments.
• 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
• Career Level: Entry Level
• Education Level: High school or GED
• Number of Employees: 5,001-10,000 employees