ADT+ Retention and Customer Service Representative

ADT is a provider of electronic security, home and business automation, and monitoring services. The Retention and Customer Service Representative will handle high-volume cancellation calls, identify customer concerns, and recommend solutions to retain customers. The role focuses on customer service, sales, de-escalation, negotiation, and long-term customer loyalty.

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 knowledgeof 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 experience daily
• 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
• 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
• 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
• • 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 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