Retention and Customer Service Specialist

Job Summary

As a fully onsite Retention and Customer Service Specialist during training and transitioning to a remote role thereafter, the successful candidate will manage high volumes of incoming cancellation requests, utilizing sales and customer service expertise to retain clients and enhance brand loyalty.

Key responsibilities:

• Handle incoming calls from customers seeking to cancel services and provide proactive solutions to retain their business
• Utilize sales techniques to upsell and negotiate with customers while addressing their concerns and ensuring a positive experience
• Maintain knowledge of ADT products and services to effectively resolve customer issues and reduce cancellation rates

Required qualifications:

• Minimum of 2 years of experience in a sales role focused on customer retention
• At least 2 years of call center customer service or sales experience
• High school diploma, GED, or some college experience
• Proven ability to multitask and work with multiple software tools simultaneously
• Strong negotiation skills and ability to perform quick calculations