Remote Collections Specialist (Job 3014854)

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:

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 Jacksonville, FL before transitioning to fully remote. This role is scheduled to start 2.3.25.

Duties and Responsibilities:

• 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.
• Maintain appropriate attendance and adherence goals.
• High speed internet required: DSL, Cable or Fiber internet service with the ability to hardwire via ethernet from cable modem to your PC.
  • 5G Home Internet and Fixed wireless internet are NOT accepted providers.
  • Internet speeds of at least 50 mbps to download and 25 mbps to upload.

Education/Certification:

• High school diploma or equivalent.

Experience:

• Minimum of two (2) years in first-party collections
• Inbound/Outbound call center experience
• Customer Service experience in a remote setting
• Multi-screen navigation

Skills:

• 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.

Schedule:

• Our department is closed on weekend and most holidays, allowing our employees to enjoy every weekend off!
• This role offers a variety of shift schedules of Monday-Friday from 9:30am – 9pm EST

Training:

• This role has onsite training required at our Jacksonville, Florida location, 4926 Kernan Blvd S, Jacksonville, FL 32224, for 8 weeks.
• We offer 8 weeks of paid training

Pay and Benefits Disclosure:

The pay range for this role is $14.35 – $17.10 an hour, plus commission, and is based on experience and qualifications. 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.

Anticipated application end date will be 1.3.25. This role is scheduled to start 2.3.25.