Retention And Customer Service Representative

Why Choose ADT?

At ADT it’s more than a job, it’s a noble purpose that defines us. We are the leading provider of electronic security, interactive home and business automation and monitoring services for residences and small businesses in the United States. Every employee, from our executive leadership team to our support centers are united under one noble purpose, we help save lives for a living. We are everyday heroes. You are doing more than earning a paycheck, you’re in an important role that makes an impact in the lives of our customers every single day. Join a company of individuals with passion, commitment, drive and ambition, using and developing our talents for good at work, home and our communities.

Major Responsibilities

We are hiring for our Account Management department as a Retention Specialist in Wichita, KS. This is a remote position but Classroom and On the Job Training will be on site in Wichita, KS.

In Account Management, our pursuit to make things right is the driving force behind our customer loyalty. We are the customer’s champion - the architect who builds a bridge between what the customer wants, and the value we have to offer through an array of ADT products, led by a mission to protect lives, hopes, dreams, and futures.

A day in the life of a Retention Agent looks like this:

• Retaining ADT customers by problem solving, deescalating customer issues and resolving account issues.
• The ability to work independently to find the best solution.
• Answering incoming calls about our products and services with existing customers
• Reviewing all contracts for accuracy while enhancing the department’s ability to maximize profitability and resolution.
• Has the ability to persuade and upsell.

We're looking for someone with these skills:

• Experience in Sales and/or Retention
• Effective communication skills that help deescalate customer calls while problem solving
• Be able to interpret contracts and communicate terms and conditions
• The ability to work with multiple screens and programs open to help resolve customer issues
• Perform quick calculations

Schedule

• Our department is closed on weekends, allowing our employees to receive every weekend off, no matter the shift.

Job Requirements

• Designated place to work from home
• High speed internet. DSL, Cable or Fiber internet service with the ability to hardwire via ethernet from cable modem to your PC
• At least 25mbps to of internet to download and 15mbps to upload

When you commit to us—we commit to you. Our employees receive a comprehensive, full benefits package that includes:

• Paid vacation time (We all need to recharge)
• Full benefits on the 1st of the month after 31 days of employment
• Casual, yet energetic and engaging work environments
• A culture of coaching, development and career growth opportunities
• Medical, Dental, Vision, 401(k) with employer matching
• Paid Training
• Tuition reimbursement, employee referral bonuses

Knowledge, Skills and Abilities:

We’re looking for someone with results they are proud of like:

• At least Two (2) years sales experience
• Technical aptitude, problem solving skills, computer proficiency
• High school diploma, GED, college degree or some college experience
• At least Two (2) years customer retention experience

Pay and Benefits Disclosure:

• We offer employees access to healthcare benefits, a 401(k) plan and company match, short-term and long-term disability coverage, life insurance, wellbeing benefits and paid time off among others. Employees accrue up to 120 hours in their first year. Your accrual rate increases after your first year. We also offer 6 paid holidays.
• The starting hourly rate for this position is $17.00 per hour and will reach $20.00 per hour after 180 days of employment. (You will receive incremental increases of $.50 every 30 days until the rate of $20.00 is reached.)

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.