Customer Service Representative II

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 customer 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.

This role requires onsite training in our Knoxville, TN office before transitioning to fully remote.

This role is an entry level position in our Retention organization for the Advanced Care Team (ACT), with planned progression into an Associate III within 4-6 months. Additional career progression opportunities are available into other Retention Teams such as Account Management, Collections, or Existing Customer Sales. The Associate II. Retention ACT is responsible for answering incoming calls, identifying the reason for the call through discovery, and then either handling the call or transferring to the correct department for handling.

Calls handled will include billing inquiries and basic troubleshooting.

As a member of our Advanced Care Team, agents know the value ADT has in our customers lives and are passionate about providing customers amazing Customer Service. We work to be a one-stop shop for the customers we serve. We will rely on you to help Pro-ACTively retain customers through active listening, empathy, and problem solving to help resolve billing or basic troubleshooting inquiries.

To perform this job successfully, the Associate II. Retention ACT may be expected to perform some, or all of the duties listed, and other duties as assigned.

• You will work in a dynamic, collaborative environment, working closely with customers and coworkers.
• Answer incoming calls from customers and/or employees.
• Enhance the customer experience through excellent communication.
• Identify the reason for the call through discovery.
• Assist customers with understanding and resolving billing issues.
• Troubleshoot ADT products and services.
• Transfer the call to the appropriate department as necessary to ensure the optimum customer experience.
• Schedule and reschedule service appointments where applicable.
• Additional duties as assigned.

• Consistently able to provide an amazing customer experience with excellent listening skills.
• Skilled with computer proficiency, and technical aptitude.
• Someone who values keeping commitments & being known as reliable.
• Someone who can think on the fly, problem solve, and provide excellent verbal customer service.
• Enjoy receiving and applying coaching feedback to improve results and earnings.
• Your tenacity and drive consistently lead you to succeed.
• Self-motivated, positive, and professional attitude.
• Ability to work varied hours based on business needs.
• 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.

• Great Team Culture: ACT is a smaller department which makes it easier to stand out for excellence. Our department is often recognized for top performance, and we win with our people centric culture! Celebrating individual and team success is important in our department.
• Promotional opportunity: this role is a great entry point into ADT with planned advanced for an employee with interest in advanced customer service,…