Retention Specialist

Job Summary

Working remotely, the full-time Retention Specialist will manage high volumes of incoming calls from customers wishing to cancel their services, utilizing sales experience to retain clients by identifying solutions and enhancing customer loyalty.

Key responsibilities:

• Handle customer cancellation requests by providing expert problem-solving and retention strategies
• Utilize sales techniques to upsell and negotiate solutions that address customer concerns and enhance satisfaction
• Maintain knowledge of ADT products and services to effectively communicate value and retain long-term business

Required qualifications:

• 2+ years of experience in a sales role focused on customer retention and performance-based outcomes
• 2+ years of call center customer service or sales experience
• High school diploma, GED, or equivalent education; some college experience preferred
• Ability to work in a distraction-free environment with high-speed internet access
• Proven negotiation and problem-solving skills, with the ability to multitask across multiple systems