Existing Customer Retention Coordinator
About the position
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.
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
Requirements
• 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.
Apply Now
Apply Now
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.
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
Requirements
• 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.
Apply Now
Apply Now