[Hiring] Retention Outbound Specialist @ADT

Role Description

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.

Qualifications

• 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.

Requirements

• You will work in a dynamic, collaborative environment, working closely with customers and coworkers.
• 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 affects your success.
• Private, undisturbed place to work from home, free from any distractions.
• 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 50mbps to download and 25mbps to upload.
• 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.

Benefits

• 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.