Existing Customer Retention Coordinator

Position Summary:

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 4926 Kernan Blvd S Jacksonville, FL 32224

Essential Duties & Responsibilities include the following. To perform this job successfully, the Retention Coordinator may be expected to perform some, or all of the duties listed, and other duties as assigned.

• 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

Education/Work Experience Required:

• 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/Abilities:

• 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.

Physical Demands:

• While performing the duties of this job, the employee is 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.
• The employee must regularly lift and/or move up to 10 pounds and occasionally lift and/or move up to 25 pounds.
• Specific vision abilities required by this job 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, and supply a distraction free environment, or in the office based on business needs.