Retention and Customer Service Representative

ADT is hiring a Retention and Customer Service Representative to retain customers who request cancellation of ADT services. The role handles incoming calls, resolves customer concerns, and recommends solutions that support customer loyalty and long-term business retention.

Responsibilities:

• 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
• You will work in a dynamic, collaborative environment, working closely with customers and coworkers
• Utilize customer service and sales experiencedaily
• Save the busines 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-escalationandprofessionalism 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 exceptionalde-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 throughcustomer service commitments. Provide the right solution to save the Customer
• Use provenproblem-solving skills to quickly identify the cause of a cancellation request, create quick calculations to work with the customer tonegotiate the right solution
• Consistently improveperformance and achieve your goals
• Ability tomultitask; 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 knowledgeof ADT policies, products, services, and systems as well as knowledge of thewireless industry, service capabilities, and other security companies

Requirements:

• Must have sales experience
• Appropriately handle back-to-back calls with care, empathy, compassion, overcoming objections, de-escalation andprofessionalism 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 exceptionalde-escalation skills on difficult escalated calls with a focus on identifying concerns and providing multiple offers to resolve the customer's concern
• Use provenproblem-solving skills to quickly identify the cause of a cancellation request, create quick calculations to work with the customer to negotiate the right solution
• Ability to multitask
• Maintain knowledgeof ADT policies, products, services, and systems as well as knowledge of the wireless industry, service capabilities, and other security companies
• 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