Remote Retention and Customer Service Representative

About the position In this Retention and Customer Service Representative role, you will be a Retention Specialist whose role is to retain a customer who wants to cancel their ADT services. You will play a key role in the growth of our organization by serving as an expert problem solver in a retention and sales capacity. You will handle a high volume of incoming calls from customers requesting to cancel and act as an expert by proactively identifying opportunities and recommending long-term solutions to keep a customer's business. The Retention Specialist's number one goal is to provide an award-winning customer experience that increases brand loyalty and retains customers for the long term. A successful retention specialist gets it right the first time by making a situation right and reducing the need for repeat calls or escalations. This position is fully remote, however may be required to report to the nearest office as needed based on business demands: 800 E Waterman Drive, Wichita, KS 67202. Responsibilities • Work in a dynamic, collaborative environment, working closely with customers and coworkers. • Utilize customer service and sales experience daily. • Save the business by re-selling customers on the value of ADT. • Persuade and upsell customers while reducing frustration and displeasure. • Handle back-to-back calls with care, empathy, compassion, and professionalism. • Use attention to detail to uncover issues and concerns. • Leverage exceptional de-escalation skills on difficult escalated calls. • Retain long-term business for ADT through customer service commitments. • Provide the right solution to save the customer. • Use proven problem-solving skills to negotiate the right solution. • Consistently improve performance and achieve goals. • Multitask using several tools to retain customers. • Maintain knowledge of ADT policies, products, services, and systems. Requirements • Attendance adherence is critical to success. • Private, undisturbed place to work from home. • High-speed internet with specific requirements. • 2+ years in a sales role with a focus on saving customers. • 2+ years of Call Center Customer Service/Sales Experience. • High school diploma, GED, college degree or some college experience. Nice-to-haves • Experience in Sales, Customer Retention, and Customer Experience. • Ability to interpret contracts and communicate terms and conditions. • Perform quick calculations. • Active listening and negotiation skills. Benefits • Paid Training. • Full benefits on the 1st of the month after 31 days of employment. • Energetic and engaging work environments. • Medical, Dental, Vision, 401(k) with employer matching. • Paid vacation time. • Tuition reimbursement, employee referral bonuses. • A culture of coaching, development, and career growth opportunities. Apply tot his job Apply tot his job