Existing Customer Retention Coordinator

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 is an entry level position in our Retention organization, additional career progression is available into any of the Retention Teams, including Account Management, Collections, and Existing Customer Sales. The Retention Coordinator is responsible for answering incoming calls, identifying reason for the call through discovery, and transferring to the correct department for handling. This position may also require scheduling or rescheduling sales appointments, service calls, and installs related to the Retention Team.

Processing cancellation requests for some cancel types also possible.

This is an entry level role for our Existing Customer Sales department. The intent of this role is to introduce our new team members to our ADT products, policies, and processes, and to prepare them to promote to the Existing Customer Sales Representative role. This promotion may take place anywhere from 60-180 days from your start date, depending on readiness.

This is a remote position, but classroom and on the Job Training will be held onsite at 10401 Deerwood Park Blvd, Building 2 Jacksonville, FL 32256.

The role follows a hybrid work-from-home model, requiring both remote and onsite work. After training, you will primarily work remotely, but may be required to report to the office for one week every 5-8 weeks.

• 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

• 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.

• While performing the duties of this job, the employee is occasionally required to stand; walk; sit; twist; use…