What The Role Is:
As a Customer Retention and Support Specialist in this remote role, you will focus on helping customers who are considering canceling their ADT services. By being a proactive problem solver and expert in retention and sales, you will contribute significantly to the growth of our organization.
You will engage with a high volume of incoming calls from customers looking to cancel, identifying opportunities to provide long-term solutions and ensure they feel valued. The primary objective of this role is to deliver an exceptional customer experience that fosters brand loyalty and encourages long-term retention. A successful specialist will effectively resolve issues on the first call, minimizing the need for further communications.
What's In It For You:
Join a family-oriented culture committed to a noble purpose: saving lives.
Experience career growth and development opportunities focused on your personal and professional goals.
Be part of an engaging environment that prioritizes partnership, fun, and inclusivity.
Job Expectations:
Collaborate in a dynamic environment with customers and colleagues.
Utilize your sales and customer service experience daily.
Effectively communicate the value of ADT to persuade customers to reconsider cancellation.
Handle calls with empathy, professionalism, and a focus on de-escalation, responding to customer frustrations to retain their business.
Use attention to detail and active listening to identify underlying concerns and provide tailored solutions.
Employ strong negotiation skills to address customer issues and present suitable offers for retention.
Consistently improve performance and achieve personal and team goals.
Manage multiple tools and tasks simultaneously to facilitate customer retention.
Maintain a thorough understanding of ADT’s policies, products, and services, as well as competitors in the security industry.
Job Requirements:
Reliable attendance is vital for success; complete participation in the training/onboarding program for 8-12 weeks is mandatory.
A quiet, undisturbed home office setup, free from distractions, is essential.
High-speed internet is necessary (minimum 50mbps download and 25mbps upload) with direct ethernet connection; some internet service providers, like 5G and fixed wireless, are not acceptable.
Training:
This role requires onsite training at our Irving, TX office.
During the 8-week training program, you will receive ongoing support from our training team to ensure your success.
Focus will be placed on product knowledge, sales tactics, and operational systems.
We prioritize equipping you to exceed sales targets, enhancing your bonus potential.
Opportunities for career advancement will also be provided within the company.
Skills We Seek:
Ability to navigate multiple screens and programs to resolve issues effectively.
Experience in sales, customer retention, and building long-term loyalty.
Capability to interpret contracts and communicate relevant terms.
Proficient in performing quick calculations.
Strong active listening and negotiation skills.
Knowledge, Skills, and Abilities:
Minimum of 2 years in a sales role focused on saving or retaining customers.
At least 2 years of experience in a call center environment providing customer service and sales.
High school diploma, GED, or some college experience required.
Schedule:
Enjoy weekends and most holidays off as our department is closed during those times.
Training Location:
Onsite training will take place at our Irving, TX office: 8880 Esters Blvd, Irving, TX 75063.
Pay and Benefits:
Paid training provided.
Comprehensive benefits starting on the 1st of the month after 31 days of employment.
Dynamic and engaging work environment.
Medical, dental, vision, 401(k) with employer matching, paid vacation, and tuition reimbursement available.
Opportunities for professional development and coaching.
Pay Disclosure:
Starting hourly rate of $18.00, reaching $21.00 after 180 days with incremental increases every 30 days.
Access to healthcare, 401(k), life insurance, and accrued paid time off among other benefits.
Anticipated application deadline for this role is 2.13.26, with class start date on 3.16.26.
Why Choose ADT?
At ADT, your role goes beyond just a job; it’s a commitment to a noble purpose. As the leading provider of electronic security, our mission is to help save lives and protect families and businesses. We believe each employee, from management to support centers, plays a crucial role in this mission. Join us and become part of a dedicated team making a real impact in the community.
Come see more about life at ADT!