Existing Customer Retention Coordinator - Remote

Overview

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.

In Short

• 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.

Requirements

• High school diploma or equivalent, some college preferred.
• Experience in Customer Service and Sales/Retention preferred.
• Experience working with multiple screens and programs.
• Computer proficiency and problem-solving skills.

Benefits

• Ability to work from home, and supply a distraction free environment, or in the office based on business needs.