Retention and Customer Service Representative

Retention and Customer Service Representative

Apply for the Retention and Customer Service Representative role at ADT.

In this role, you will be a Retention Specialist whose responsibility is to retain customers who want 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.

Location:

fully onsite at our Irving, TX location during training then fully remote once graduated from training: 8880 Esters Blvd, Irving, TX.

• 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!

• 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 customers while reducing frustration and displeasure to ultimately save the customer.
• 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, and ask the right questions to uncover 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 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.

• Attendance adherence is critical to your success. Training/onboarding attendance is required for the length of the training program every day for up to 90 days. Any time missed affects 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 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 50 Mbps to download and 25 Mbps to upload.

• This role has onsite training required at our Irving, TX office.
• During our training program, you will receive daily support from our training and onboarding teams to ensure you are successful.
• Your learning journey is focused on product knowledge, selling/saving, competition and systems training.
• Our training program equips you to be an expert within ADT to meet and exceed sales targets, increasing bonus potential.
• We provide development to advance your career with other internal roles and opportunities for long‑term success.

• The ability to work with numerous screens and programs open to 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.