Retention and Customer Services/Sales Representative

at ADT in Wichita, Kansas, United States

Job Description

What The Role Is:

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 role requires onsite paid training for the first 8-12 weeks in Wichita, KS.

What’s 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 - It’s 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.
• Utilize customer service and sales experience daily
• Save the business by re-selling customers on the value of ADT and what matters most.
• Must have sales 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 and professionalism to 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 exceptional de-escalation skills on difficult escalated calls with a focus on identifying concerns and providing multiple offers to resolve the customer’s concern.
• Retain long-term business for ADT through customer service commitments. Provide the right solution to save the Customer.
• Use proven problem-solving skills to quickly identify the cause of a cancellation request, create quick calculations to work with the customer to negotiate the right solution.
• Consistently improve performance and achieve your goals.
• Ability to multitask; Use several tools (10+) to help retain our customers and make them customers for 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.
• Maintain knowledge of ADT policies, products, services, and systems as well as knowledge of the wireless industry, service capabilities, and other security companies.

How Will You Train:

• This role has onsite training required at our Wichita, KS office
• During our 8-week program, you will receive daily support from our training and onboarding teams to ensure you are successful.
• Your learning journey is focused on product knowledge, selling/saving, competition and systems training.
• Our training program focuses on training that equips you to be the expert within ADT to ensure you meet and exceed your sales targets, which increases your bonus potential.
• We provide development to advance your career with other internal roles and opportunities for your long-term success.
  
  

We’re looking for someone with these skills:

• The ability to work with numerous screens and programs open to help resolve customer issues.
• Experience in Sales, Customer Retention, Customer experience, and retaining customers’ loyalty to a product or service
• Be able to interpret contracts and communicate terms and conditions
• Perform quick calculations
• Active listening
• Negotiation Skills

Knowledge, Skills and Abilities:

• 2+ years: in a sales role, in which you had to sell or save a customer, selling and/or saving customers in a company tied to performance
• 2+ years: Call Center Customer Service / Sales Experience
• High school diploma, GED, college degree or some college experience
  
  

Schedule:

• Our department is closed on weekends and most holidays, allowing our employees to enjoy every weekend off!
  
  

Training:

• This role has onsite training required at our Wichita, KS office