ADT+ Retention and Customer Service Representative

What The Role Is: 

In this  Retention and Customer Service Representative role, you will be a Retention Specialist whose role is to retain a customer who wants to cancel their ADT services. You will play a key role in the growth of our organization by serving as an expert problem solver in a retention and sales capacity.

You will handle a high volume of incoming calls from customers requesting to cancel and act as an expert by proactively identifying opportunities and recommending long-term solutions to keep a customer’s business. 

The Retention Specialist’s number one goal is to provide an award-winning customer experience that increases brand loyalty and retains customers for the long term. A successful retention specialist gets it right the first time by making a situation right and reducing the need for repeat calls or escalations.

What’s In It for You:

• Culture is Everything!  You are not joining a company – you are joining a family who all share the same goal - Saving Lives. 
• Development, Development, Development! - We are serious about creating a culture of career advancement!  We want you to achieve your goals personally and professionally!  
• ADT - It’s an Experience!  We create an inclusive experience for every employee focused on family, partnership, development, incentives, and fun!  

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