Customer Service Representative II

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.

Check out more about life at ADT here.

We are hiring for Remote Customer Service Sales Representatives Knoxville, TN. This role requires onsite training in our Knoxville, TN office before transitioning to fully remote.

Position Summary

This role is an entry level position in our Retention organization for the Advanced Care Team (ACT), with planned progression into an Associate III within 4-6 months. Additional career progression opportunities are available into other Retention Teams such as Account Management, Collections, or Existing Customer Sales. The Associate II. Retention ACT is responsible for answering incoming calls, identifying the reason for the call through discovery, and then either handling the call or transferring to the correct department for handling. Calls handled will include billing inquiries and basic troubleshooting.

As a member of our Advanced Care Team, agents know the value ADT has in our customers lives and are passionate about providing customers amazing Customer Service. We work to be a one-stop shop for the customers we serve. We will rely on you to help Pro-ACTively retain customers through active listening, empathy, and problem solving to help resolve billing or basic troubleshooting inquiries.

Essential Duties & Responsibilities

To perform this job successfully, the Associate II. Retention ACT may be expected to perform some, or all of the duties listed, and other duties as assigned.

• You will work in a dynamic, collaborative environment, working closely with customers and coworkers.
• Answer incoming calls from customers and / or employees.
• Enhance the customer experience through excellent communication.
• Identify the reason for the call through discovery.
• Assist customers with understanding and resolving billing issues.
• Troubleshoot ADT products and services.
• Transfer the call to the appropriate department as necessary to ensure the optimum customer experience.
• Schedule and reschedule appointments where applicable.
• Reschedule service or installation appointments where applicable.
• Additional duties as assigned.

Who Are you?

What's In It for Me?

What Hours Will I Work?

Monday - Friday 8 : 00 am - 10 : 00 pm EST

After your promotion in 4-6 months your schedule will change; you will choose your schedule based on performance ranking from varied schedules available across our hours of operation - one weekend day may be required.

How Will I Train?

Education / Work Experience Required :

MINIMUM QUALIFICATIONS :

Specify the minimum required educational background, necessary years of experience, or relevant industry experience.

PREFERRED QUALIFICATIONS :

Include any additional desirable qualifications that would be beneficial for the role.

Physical Demands :

Technical Requirements :

Work Environment :

Pay and Benefits Disclosure :

Pay for this role varies. The pay range for this role is $17.00 / hour and is based on experience and qualifications. Within 4-6 months this position has planned promotional opportunities that will come with increased pay and monthly bonus eligibility. 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.

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.