Retention and Customer Service Representative
$37,440–$37,440 year
On-siteIrving, Texas, United States
Job Summary
Handle high-volume incoming calls from customers requesting cancellation, proactively identifying opportunities to recommend long-term solutions and retain their business. Act as an expert problem solver by listening to customer clues, uncovering underlying issues, and negotiating resolutions such as lower rates, billing credits, or system repairs. Persuade customers on the value of ADT services while de-escalating difficult calls to reduce frustration and prevent repeat escalations. Utilize multiple tools to quickly perform calculations and offer tailored solutions that save the customer and increase brand loyalty. Work in a dynamic environment requiring multitasking across several screens to resolve issues efficiently.
Required Qualifications
- Must have sales experience
- Must be able to persuade and upsell customer
- Must be able to reduce customer frustration and displeasure
- Must be able to save customers
- Must be able to appropriately handle back-to-back calls
- Must demonstrate care, empathy, compassion, overcoming objections, de-escalation and professionalism
- Must use attention to detail
- Must be able to listen to customer clues
- Must be able to ask the right questions to uncover the issues and/or concerns
- Must be able to leverage exceptional de-escalation skills
- Must be able to identify concerns
- Must be able to provide multiple offers to resolve the customer's concern
- Must be able to retain long-term business for ADT
- Must be able to provide the right solution to save the Customer
- Must use proven problem-solving skills
- Must be able to quickly identify the cause of a cancellation request
- Must be able to create quick calculations
- Must be able to work with numerous screens and programs open
- Must have 2+ years in a sales role
- Must have experience in Sales, Customer Retention, Customer experience, and retaining customers' loyalty to a product or service
- Must be able to interpret contracts and communicate terms and conditions
- Must be able to perform quick calculations
- Must have active listening skills
- Must have negotiation skills
- Must have a High school diploma, GED, college degree or some college experience
- Must have a Private, undisturbed place to work from home
- Must have a free from any distractions place to work from home
- Must have High speed internet: DSL, Cable, or Fiber internet service with the ability to hardwire via ethernet from cable modem to your PC
- Must not have 5G Home Internet and Fixed wireless internet
- Must have Internet Speeds of at least 50mbps to download and 25mbps to upload
- Must be able to work onsite at our Irving, TX location during training
- Must be able to attend Training/Onboarding attendance required for the length of the training program every day for 8-12 weeks
Desired Qualifications
- Must have knowledge of ADT policies, products, services, and systems
- Must have knowledge of the wireless industry
- Must have knowledge of service capabilities
- Must have knowledge of other security companies
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