Customer Service Representative - Collections - Remote

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. ADT has a culture of coaching, development and career growth opportunities. This position requires onsite training in Irving, Texas before transitioning to fully remote.

In Short

• Resolve inbound and outbound calls using multiple applications and screens.
• Respond to general billing inquiries to review and resolve account issues.
• 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.
• Clearly explain billing charges and answer any questions related to billing.
• Ask probing questions to overcome objections using negotiation skills.
• Meet minimal standards/goals monthly.
• Meet all compliance and QA standards.
• Flexibility with special projects which may require overtime.
• Maintain appropriate attendance and adherence goals.

Requirements

• High school diploma or equivalent.
• Minimum of one (1) year in first-party collections experience.
• Customer Service experience in a remote setting.
• Multi-computer screen navigation and strong negotiation skills.

Benefits

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