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This job was posted by https://www.kansasworks.com : For more information, please see: https://www.kansasworks.com/jobs/13527243

Company Overview:

ADT has been in the business of helping save lives since 1874. As the #1 smart home security provider in the U.S., we help protect and connect families, businesses and larger commercial customer every day. Our continuous innovation, advanced technology and strategic partnerships deliver products and services that help protect life and valuables, whether at home, your business or on the go. And as times change, so do we.Above all, our mission is clear: we help save lives for a living. Looking for a career where you can make a real impact? Join our team today and put purpose behind your paycheck. #WeAreADT?

Check out more about life at ADThere{target="_blank" rel="noopener"}.

What The Role Is:

In this Remote Customer Service/Sales 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 customers business.

The Retention Specialists 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 onsite at our Wichita, KS location during training then will be fully remote once graduated from training: KS-Wichita 800 East Waterman

Whats In It For You:

• Culture is Everything! You are not joining a company you are joining a family who all share the same goal Saving Lives.
• Development, Development, Development! We are serious about creating a culture of career advancement! We want you to achieve your goals personally and professionally!
• ADT Its an Experience! We create an inclusive experience for every employee focused on family, partnership, development, incentives, and fun!

Job Expectations:

• You will work in a dynamic, collaborative environment, working closely with customers and coworkers.
• Utilizecustomer service and sales experiencedaily
• Savethe business by re-selling customers on the value of ADT and what matters most.
• Must havesales experience, you will be expected to persuade and upsell customer while reducing customers frustration and displeasure to ultimately saving customers. Escalated calls are a high % of the calls you will receive.
• Appropriately handle back-to-back calls with care, empathy, compassion, overcoming objections, de-escalation andprofessionalismto ensure the best customer experience.
• Use attention to detail, listen to customer clues, to ask the right questions to uncover the issues and/or concerns to save/sell.
• Leverage exceptionalde-escalationskills on difficult escalated calls with a focus on identifying concerns and providing multiple offers to resolve the customers concern.
• Retain long-term business for ADT throughcustomer service commitments. Provide the right solution to save the Customer.
• Use provenproblem-solvingskills to quickly identify the cause of a cancellation request, create quick calculations to work with the customer tonegotiatethe right solution.
• Consistently improveperformanceand achieve your goals.
• Ability tomultitask; Use several tools (10+) to help retain our customers and make them customers f r life through tools like negotiating a lower rate, crediting them for billing errors, providing service to fix their system, and even selling them additional equipment.
• Maintainknowledgeof ADT policies, products, services, and systems as well as knowledge of the wireless industry, service capabilities, and other security companies.

Job Requirements:

Attendanceadherence is critical to your success. Training/Onboarding attendanceisrequired for the length of the training program every day for 8-12 weeks.Any time missed effects your success.

Private, undisturbed place to work from home, free from any distractions

Designated distraction-free place to work from home

High speed internet: DSL, Cable, or Fiber internet service with the ability to hardwire via ethernet from cable modem to your PC

• 5G Home Internet and Fixed wireless internet are not accepted providers.

Internet Speeds of at least 50mbps to download and 25mbps to upload.