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Customer Retention Representative - Call Center 4

Company name
ADT Security Services

Irving, TX

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Company Overview:

ADT is a leading provider of security and automation solutions for homes and businesses in the United States and Canada. ADTs broad and pioneering set of products and services, including ADT Pulse interactive home and business solutions, and health services, meet a range of customer needs for todays active and increasingly mobile lifestyles. Headquartered in Boca Raton, Florida, ADT helps provide peace of mind to nearly seven million customers, and it employs approximately 17,000 people at 200 locations. More information is available at ***********.Position Summary:

The primary responsibility of this position is to retain ADT residential customers via inbound/outbound phone calls and/or correspondence. The Loyalty Specialist must partner with all business segments of ADT, referring to ASC, CMC, NSC, SSO and NDC policies to resolve complaints and retain the customer. The Loyalty Specialist is also responsible for maintaining an acceptable save rate percentage and productivity level, while following policy and procedural guidelines, approved ADT offers and initiatives surrounding and/or related to the current Six Sigma Reward Program.Duties and Responsibilities:

Retain ADT Commercial, Small Business and Residential (including Canada) customers via inbound and outbound calls and/or responding to correspondence and Internet E-mails. Work closely with all segments of ADT to retain the customer by solving their issues using exceptional customer service skills, while still maintaining an acceptable return on investment to the Company.

Maintain the Loyalty database through accurate and timely input to ensure accurate reporting to Senior Leaders for all business segments.

Apply strong analytical skills to identify loyalty opportunities, trends and potential training issues and make key recommendations based on the data.

Must be able to retain the customer based on value and not always price.

Must effectively enforce company policies without alienating the customer.

Accountable for ensuring all offers have been applied and/or all promises have been met (service issues, monitoring concerns, rate changes). Must utilize all systems such as MAStermind Actions, Telmar entries and SSO contacts to ensure the resolution of problems and customer satisfaction. Work closely with Service/Sales Managers and other personnel in the SSOs and RDCs for customer loyalty resolutions.

Must be an expert on all billing applications, policies and procedures and able to resolve any billing related concerns independently.

Support all ADT customer incentive programs (i.e. Rewards Program) to increase the tenure of the loyalty efforts after the save.

Participate in pilots, discussions and analysis on key metrics as it pertains to Loyalty 6-Sigma Projects.

Must use effective sales approaches and provide effective loyalty offers, as it pertains to the reason the customer wants to cancel.

Provide feedback to ADT management related to loyalty offers, suggested improvements and customer inquiries/questions in a professional and timely manner.

Identify operational and systematic situations or potential issues and provide appropriate recommendations necessary to maximize efficiency and improve performance results. Research and resolve customer accounts and issues.

Will resolve customer complaints, independently, with minimal management involvement.

Display proper call control techniques to meet department standards and control costs without adversely impacting customer satisfaction or loyalty opportunities.

Must work on multiple platforms simultaneously, including but not limited to CARMS, ADMIN, Informix, Multi-Screen, CRM, Mastermind, Telmar, Access, Mosaix, etc

Act as a Subject Matter Expert on Account Services Loyalty offers and promotions.

Other duties as assigned including offline follow-up work, projects and assisting with inbound call volume when necessary.


High school diploma, or equivalent, is required


Five (5) years of customer service experience in a customer contact environment preferred.

Previous retention and/or sales experience strongly preferred.

One (1) year of resolving escalated customer concerns is strongly preferred.

Must have performed successfully as a customer service professional.

Strong ability to learn and work with policy and procedures.


Must have successfully demonstrated strong customer focus skills.

Must be able to effectively adapt to accelerating changes.

Must have strong organizational skills and be detail oriented.

Must be able to effectively turn defensive situations into supportive long term relationships.

Has successfully demonstrated ability to handle customer complaints with tact and diplomacy.

Must be comfortable and effective in interacting with all levels of management.

Must keep assertiveness and empathy in balance when negotiating.

Has successfully demonstrated ability to perform multiple tasks simultaneously in a high volume department.

Must possess leadership abilities and strong problem solving skills to effectively identify problems and make appropriate and timely decisions.

Strong negotiation, problem solving skills and outstanding oral communication skills are a must.

Can successfully demonstrate Microsoft Office skills: Excel and Word; Access is preferred. Want to learn more about ADT?Visit us online at *********** or on Facebook.

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Company info

ADT Security Services
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Company Profile
ADT is one of today's most trusted and well-known brands in the security industry and currently serves more than six million customers, making us the largest company of our kind in both the U.S. and Canada.

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