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 retains customers requesting cancellation by resolving concerns, recommending solutions, and using sales and negotiation skills to preserve long-term customer relationships. The role handles high-volume calls and provides an award-winning customer experience through problem-solving, de-escalation, and personalized offers.

Responsibilities:

• You will work in a dynamic, collaborative environment, working closely with customers and coworkers
• Utilize customer service and sales experiencedaily
• 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 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
• 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 to negotiate 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:

• customer service and sales experience
• sales experience
• professionalism
• de-escalation
• customer service commitments
• problem-solving
• Ability to multitask
• knowledge of 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 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
• 5G Home Internet and Fixed wireless internet are not accepted providers
• Internet Speeds of at least 50mbps to download and 25mbps to upload
• This role has onsite training required at Wichita KS office
• 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
• This role has onsite training required at our Wichita office: 800 E Waterman Drive, Wichita, KS 67202