Note: The job is a remote job and is open to candidates in USA. ADT is the leading provider of electronic security, interactive home and business automation and monitoring services. They are seeking a Retention and Customer Service Representative to retain customers who wish to cancel their services by providing excellent customer service and problem-solving skills.
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
Skills
- Customer service and sales experience
- Sales experience
- Professionalism
- De-escalation skills
- Customer service commitments
- Problem-solving skills
- Ability to multitask
- Knowledge of ADT policies, products, services, and systems
- Attendance adherence is critical
- Private, undisturbed place to work from home
- High speed internet: DSL, Cable, or Fiber internet service
- Internet Speeds of at least 50mbps to download and 25mbps to upload
- The ability to work with numerous screens and programs open
- Experience in Sales, Customer Retention, Customer experience
- Be able to interpret contracts and communicate terms and conditions
- Perform quick calculations
- Active listening
- Negotiation Skills
- 2+ years in a sales role
- 2+ years Call Center Customer Service / Sales Experience
- High school diploma, GED, college degree or some college experience
Benefits
- Paid Training
- Full benefits on the 1st of the month after 31days 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
- We offer employees access to healthcare benefits, a 401(k) plan and company match, short-term and long-term disability coverage, life insurance, wellbeing benefits and paid time off among others.
- Employees accrue up to 120 hours in their first year.
- Your accrual rate increases after your first year.
- We also offer 6 paid holidays.
Company Overview