Experienced Full Stack Customer Service/Sales Representative – Retention Specialist for ADT Home Security Services

About Us

At ADT, we're more than just a company – we're a family united by a noble purpose: saving lives for a living. As the leading provider of electronic security, interactive home and business automation, and monitoring services in the United States, we're dedicated to helping protect and connect families, businesses, and larger commercial customers every day. With a rich history dating back to 1874, we've been innovating and adapting to changing times, always staying true to our mission. If you're passionate about making a real impact and want to join a team of everyday heroes, we invite you to explore our career opportunities.

About the Role

We're seeking an experienced Full Stack Customer Service/Sales Representative to join our team as a Retention Specialist. As a key member of our organization, you'll play a vital role in driving growth by serving as an expert problem solver in a retention and sales capacity. Your primary responsibility will be to handle high volumes of incoming calls from customers requesting to cancel their ADT services, proactively identifying opportunities to retain their business and recommending long-term solutions to keep them as valued customers.

Key Responsibilities

• Handle a high volume of incoming calls from customers requesting to cancel their ADT services
• Act as an expert problem solver, proactively identifying opportunities to retain customers and recommending long-term solutions
• Provide an award-winning customer experience that increases brand loyalty and retains customers for the long term
• Utilize customer service and sales experience daily to save the business by re-selling customers on the value of ADT and what matters most
• Must have sales experience, persuading and upselling customers while reducing their frustration and displeasure to ultimately saving them
• 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, providing 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

Requirements

To be successful in this role, you'll need to possess the following skills and qualifications:

• 2+ years of experience in a sales role, with a focus on selling or saving customers
• 2+ years of Call Center Customer Service/Sales Experience
• High school diploma, GED, college degree, or some college experience
• 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
• Ability to interpret contracts and communicate terms and conditions
• Perform quick calculations
• Active listening
• Negotiation Skills

What We Offer

As a valued member of our team, you'll enjoy a range of benefits and perks, including:

• Competitive hourly rate of $18.00 per hour, increasing to $21.00 per hour after 180 days of employment
• Full benefits on the 1st of the month after 31 days of employment
• Medical, Dental, Vision, 401(k) with employer matching
• Paid vacation time
• Tuition reimbursement, employee referral bonuses
• A culture of coaching, development, and career growth opportunities
• Onsite paid training for the first 8-12 weeks in Wichita, KS
• Daily support from our training and onboarding teams to ensure your success
• Development opportunities to advance your career with other internal roles and opportunities for long-term success

Work Environment and Culture

We're proud of our inclusive and supportive work environment, where every employee feels valued and empowered to make a difference. Our company culture is built on the principles of family, partnership, development, incentives, and fun. We're committed to creating a workplace where you can grow, learn, and thrive, both personally and professionally.

How to Apply

If you're passionate about customer service, sales, and making a real impact, we invite you to apply for this exciting opportunity. Please submit your application without delay, and we'll be in touch to discuss your qualifications further.