What are the responsibilities and job description for the Existing Customer Retention Coordinator position at ADT Careers?
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 ADT here.
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 :
Skills / Abilities :
Physical Demands :
Work Environment :
ADT is an Equal Employment Opportunity (EEO) Employer. We celebrate diversity and are committed to building an inclusive team that represents a variety of backgrounds, perspectives, and skills. ADT strives to ensure every employee and applicant feels valued. Visit us at jobs.adt.com / diversity to learn more.
