This is a remote position, but classroom and on the Job Training will be held onsite at 4926 Kernan Blvd S Jacksonville, FL 32224
Essential Duties & Responsibilities include the following. To perform this job successfully, the Retention Coordinator may be expected to perform some, or all of the duties listed, and other duties as assigned.
- 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
Education/Work Experience Required:
- 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
Skills/Abilities:
- Ability to persuade customer to agree on recommended path and/or overcome customer objections
- Self-motivated and a professional attitude.
- Ability to work varied hours based on business needs.
- Excellent time management, planning and proactive thinking skills.
- Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals.
- Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form.
- Must be able to perform duties in a dynamic, fast paced work environment with frequent changes.
- Ability to maintain composure, keep emotions in check and avoid aggressive behavior, even in very difficult situations.
- Must be able to work with confidential information regarding customer accounts and employee files.
Physical Demands:
- While performing the duties of this job, the employee is occasionally required to stand; walk; sit; twist; use hands to handle; push; pull or feel; reach with hands and arms; climb or balance; stoop, kneel, crouch, or crawl; and talk or hear.
- The employee must regularly lift and/or move up to 10 pounds and occasionally lift and/or move up to 25 pounds.
- Specific vision abilities required by this job include close vision, distance vision, color vision, and ability to adjust focus.
- Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Work Environment:
- Ability to work from home, and supply a distraction free environment, or in the office based on business needs.
