Existing Customer Retention Coordinator

ADT is the #1 smart home security provider in the U.S., dedicated to protecting lives and valuables. The Existing Customer Retention Coordinator role involves answering customer calls, identifying their needs, and ensuring proper handling of their requests while preparing for potential promotion within the department.

Responsibilities

• Answer incoming calls from customers and/or ADT employees
• Identify the reason for the call through discovery
• Determine proper solution for customer, make recommendation, and overcome objections if needed
• Transfer the call to the appropriate group for handling that ensures the optimum customer experience
• Schedule appointments where applicable
• Reschedule service or installation appointments where applicable
• Process cancellation requests where applicable
• Performs other duties and related work as assigned

Skills

• High school diploma or equivalent, some college preferred
• Experience in Customer Service and Sales/Retention preferred
• Experience working with multiple screens and programs
• Computer proficiency and problem-solving skills
• Ability to persuade customer to agree on recommended path and/or overcome customer objections
• Self-motivated and a professional attitude
• Ability to work varied hours based on business needs
• Excellent time management, planning and proactive thinking skills
• Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals
• Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form
• Must be able to perform duties in a dynamic, fast paced work environment with frequent changes
• Ability to maintain composure, keep emotions in check and avoid aggressive behavior, even in very difficult situations
• Must be able to work with confidential information regarding customer accounts and employee files
• Ability to work from home, and supply a distraction free environment, or in the office based on business needs
• Some college preferred
• Experience in Customer Service and Sales/Retention preferred

Benefits

• Uncapped commission after training wage
• Remote position
• Hybrid work-from-home model, requiring both remote and onsite work
• Classroom and on the Job Training will be held onsite at 10401 Deerwood Park Blvd, Building 2 Jacksonville, FL 32256

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