Retention and Customer Service Representative

ADT is a provider of electronic security, interactive home and business automation, and monitoring services. The Retention and Customer Service Representative handles high-volume cancellation calls, resolves customer concerns, and recommends solutions to retain customers. The role also involves upselling, negotiating, de-escalating escalated calls, and delivering an award-winning customer 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

Requirements:

• Utilize customer service and sales experiencedaily
• 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 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; 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 the wireless industry, service capabilities, and other security companies
• • Attendance adherence is critical to your success. Training/Onboarding attendanceisrequired 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
• 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