Tuesday – 12:10 pm PST
remote in selective states
Retention and Customer Service Representative – Full Time
Schedule & Work Hours:
This is a full-time position with potential shifts scheduled any day Sunday through Saturday. You will work an 8.5-hour shift, which includes:
Job Expectations:
- 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.