Existing Customer Retention Coordinator
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 customers 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.
About the role
This is an entry-level position in our Retention organization, with career progression 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 the reason for the call through discovery, and transferring it to the correct department for handling. This role may also involve scheduling or rescheduling sales appointments, service calls, and installs related to the Retention Team, as well as processing cancellation requests for some cancel types.
This role serves as an introduction to ADT’s products, policies, and processes, preparing team members to promote to the Existing Customer Sales Representative role within 60–180 days, depending on readiness. The position is remote, but classroom and on-the-job training will be held onsite at 10401 Deerwood Park Blvd, Building 2, Jacksonville, FL 32256. 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 the proper solution for the customer, make recommendations, and overcome objections if needed.
- Transfer the call to the appropriate group to ensure the optimum customer experience.
- Schedule appointments where applicable.
- Reschedule service or installation appointments where applicable.
- Process cancellation requests where applicable.
- Perform 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.
Skills
- Ability to persuade customers to agree on a recommended path and/or overcome objections.
- Self-motivated with a professional attitude.
- Ability to work varied hours based on business needs.
- Excellent time management, planning, and proactive thinking skills.
- Ability to perform basic arithmetic (addition, subtraction, multiplication, division) using whole numbers, common fractions, and decimals.
- Ability to apply common-sense understanding to carry out instructions furnished in written, oral, or diagram form.
- Ability 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 difficult situations.
- Ability to work with confidential information regarding customer accounts and employee files.
Physical Demands
- Occasionally required to stand, walk, sit, twist, use hands to handle, push, pull, or feel, reach with hands and arms, climb or balance, stoop, kneel, crouch, or crawl, and talk or hear.
- Must regularly lift and/or move up to 10 pounds and occasionally lift and/or move up to 25 pounds.
- Specific vision abilities required include close vision, distance vision, color vision, and ability to adjust focus.
- Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Work Environment
Ability to work from home in a distraction-free environment or in the office based on business needs.
Pay
Training wage: $13 hourly plus $80 weekly bonus. After training: $13 hourly plus uncapped commission.
Schedule
This role follows a hybrid work-from-home model. After training, you will primarily work remotely but may be required to report to the office for one week every 5–8 weeks.