Customer Service Representative - Remote Training

Overview

ADT is committed to hiring team members who are passionate about providing exceptional customer service - people who understand the importance of customer satisfaction and what it means to their career development. As a company that is well-positioned to continue meeting and exceeding our customers' evolving needs, ADT also takes pride in upholding a rewarding work experience for all of our team members. While training for this role is remote, qualified candidates MUST live within 50 miles of one of our three ADT sites: Irving, TX, Jacksonville, FL, or Wichita, KS.

In Short

• You will work in a dynamic, collaborative environment, working closely with customers and coworkers.
• Resolve inbound and outbound calls by using multiple applications and screens.
• Respond to general billing inquiries to review and resolve account issues.
• Ability to negotiate and obtain payments today or postdate within 7 days.
• Direct customers to appropriate team within ADT if issue is outside the scope of the collection’s role.
• Ability to clearly explain billing charges and answer any questions related to billing.
• Ask probing questions to overcome objections by utilizing negotiation skills.
• Meet minimal standards/goals monthly.
• Meet all compliance and QA standards.
• Flexibility with special projects which may require overtime.

Requirements

• High school diploma or equivalent.
• Minimum of one (1) years in first-party collections.
• Inbound/Outbound call center experience.
• Customer Service experience in a remote setting.
• Multi-screen navigation.
• Basic typing, math, and problem-solving skills.
• Strong communication and verbal skills.
• Ability to multitask with multiple computer programs.
• PC experience and/or ability to learn basic functions.

Benefits

• 8 weeks of paid training.
• Access to healthcare benefits.
• 401(k) plan and company match.
• Short-term and long-term disability coverage.
• Life insurance.
• Wellbeing benefits.
• Paid time off, accruing up to 120 hours in the first year.
• 6 paid holidays.