ADT+ Retention and Customer Service Representative

Overview

Company Overview: ADT has been in the business of helping save lives since 1874. As the #1 smart home security provider in the U.S., we help protect and connect families, businesses and larger commercial customers every day. Our continuous innovation, advanced technology and strategic partnerships deliver products and services that help protect life and valuables, whether at home, your business or on the go.

And as times change, so do we. Above all, our mission is clear: we help save lives for a living. Looking for a career where you can make a real impact? Join our team today and put purpose behind your paycheck. #WeAreADT

Check out more about life at ADT here.

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.

This position is fully onsite at our Irving, TX location during training then will be 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 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, 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 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 for billing errors, providing service to fix their system, and even selling 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 10 weeks. Any time missed affects your success.
• Private, undisturbed place to work from home, free from distractions
• Designated distraction-free place to work from home
• H…