ADT+ Retention and Customer Service Representative

ADT is the #1 smart home security provider in the U.S., dedicated to protecting families and businesses. The Retention and Customer Service Representative will focus on retaining customers who wish to cancel their services by providing exceptional problem-solving and customer service skills.

Responsibilities:

• 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
• Provide an award-winning customer experience that increases brand loyalty and retains customers for the long term
• Persuade and upsell customers while reducing their frustration and displeasure to ultimately save them
• 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 plus) 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

Requirements:

• 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
• Attendance adherence is critical to your success
• Training/Onboarding attendance is required for the length of the training program every day for 10 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
• Experience in Sales, Customer Retention, Customer experience, and retaining customers' loyalty to a product or service
• The ability to work with numerous screens and programs open to help resolve customer issues
• Be able to interpret contracts and communicate terms and conditions
• Perform quick calculations
• Active listening
• Negotiation Skills