ADT · 16 hours ago
Retention and Customer Service Representative
United States
Full-time
Remote
Entry Level
$18/hr - $21/hr
2+ years exp
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Responsibilities
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.
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.
Qualification
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Required
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
Attendance adherence is critical to your success. Training/Onboarding attendance is required for the length of the training program every day for 8 weeks. Any time missed effects your success.
Private, undisturbed place to work from home, free from any distractions
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 25mbps to download and 15mbps to upload.
Preferred
Experience in Sales, Customer Retention, Customer experience, and retaining customers’ loyalty to a product or service
The ability to work with numerous screens and programs open to help resolve customer issues
Be able to interpret contracts and communicate terms and conditions
Perform quick calculations
Active listening
Negotiation Skills
Benefits
Paid Training
Full benefits on the 1st of the month after 31 days 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
Short-term and long-term disability coverage
Life insurance
Wellbeing benefits
Paid time off among others
Employees accrue up to 120 hours in their first year
6 paid holidays
Company
ADT
ADT is a security company that provides smart home solutions and business security.
1001-5000 employees
H1B Sponsorship
ADT has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2023 (25)
2022 (35)
2021 (37)
2020 (20)
Funding
Current Stage
Public CompanyTotal Funding
$2.78BKey Investors
State FarmGoogle
2024-10-28Post Ipo Secondary· $403M
2024-03-06Post Ipo Secondary· $422.5M
2023-08-08Acquired
Leadership Team
Jim DeVries
Chief Executive Officer
Jeff Likosar
Chief Financial Officer
Recent News
2024-10-28
TradingView
2024-10-28
2024-10-11
Company data provided by crunchbase
