Retention and Customer Service Representative

ADT is the leading provider of electronic security, interactive home and business automation and monitoring services for residences and small businesses in the United States. They are seeking a Retention and Customer Service Representative to retain customers wishing to cancel their services by providing exceptional customer experiences and problem-solving skills.

Responsibilities:

• 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
• 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

Requirements:

• 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
• 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. 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
• 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
• 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
• 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