Remote Retention Outbound Specialist (At Risk) (Job 3014223)

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.

Currently remote work has been approved in these following states: Alabama, Arizona, Arkansas, Delaware, Florida, Georgia, Idaho, Indiana, Iowa, Kansas, Kentucky, Louisiana, Mississippi, Nebraska, New Hampshire, North Dakota, Ohio, Oklahoma, South Carolina, South Dakota, Tennessee, Texas, Utah, Virginia, Wisconsin, Wyoming

Major Responsibilities

Our Outbound Sales team is focused on providing an outstanding ADT customer experience. We do this by listening to the voice of the customer and understanding how ADT solutions can enhance their lifestyle. Outbound agents are empowered to offer solutions, resolve issues and improve customer satisfaction.

A day in the life of a Retention Outbound Specialist (At Risk) agent looks like this:

• Identifying at-risk accounts and making outbound calls.
• Retaining ADT customers by problem solving, deescalating customer issues and resolving account issues.
• Reviewing all contracts for accuracy while enhancing the department’s ability to maximize profitability and resolution.
• The ability to work independently to find the best solution.

Some of the opportunities you will experience as a Retention Outbound Specialist (At Risk) agent are:

• Pay for performance.
• Coaching and development
• Being a valued team member who is empowered to be a change agent.
• Our department is closed on weekends, allowing our employees to receive every weekend off, no matter the shift.

You’re a great match for us if you are:

• Focused on providing exceptional customer service and creating customers for life.
• A great listener who can problem-solve while focusing on retaining customers.
• Reliable, motivated and have a positive attitude.
• Determined and have strong negotiation skills.
• Competitive – we work as a team but pay for performance!

Knowledge, Skills and Abilities

• High school diploma or equivalent
• A minimum of two (2) years of customer service experience required, retention-focused preferred.
• Technical aptitude, problem solving skills and ability to prioritize multiple items at once
• Computer proficiency, including data entry.
• The ability to perform some basic math functions, as well as understand business metrics

Job Requirements

• Attendance adherence is critical to your success. Training/Onboarding attendance is required for the length of the training program every day for 4 weeks. Any time missed effects your success.
• Private, undisturbed place to work from home, free from any distractions
• Designated distraction-free 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
  • 5G Home Internet and Fixed wireless internet are not accepted providers.
• Internet Speeds of at least 25mbps to download and 15mbps to upload.

Schedule

• Our department is closed on weekends and most holidays, allowing our employees to enjoy every weekend off!
• This role offers a shift schedule of Monday – Friday from 10:00am to 7:00pm CST.

Pay and Benefits Disclosure

• The pay range for this role is $16.00 – $20.00 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, and wellbeing benefits.
• Employees accrue up to 120 hours of PTO in their first year.
• Your accrual rate increases after your first year.
• We also offer 6 paid holidays.

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.