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This is an entry-level position in the Retention organization, with opportunities for career progression into Account Management, Collections, and Existing Customer Sales. The Retention Coordinator is responsible for answering incoming calls, identifying the 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 is also possible. The intent of this role is to introduce new team members to ADT products, policies, and processes, and to prepare them to promote to the Existing Customer Sales Representative role within 60-180 days. This is a remote position, but initial training will be held onsite. The role follows a hybrid work-from-home model, requiring both remote and onsite work, with potential for one week of onsite work every 5-8 weeks after training.
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.
Benefits
Training wage: \$13 hourly plus \$80 weekly
Hourly: \$13 hourly plus uncapped commission after training wage
