Existing Customer Retention Coordinator

ADT; Jacksonville (FL); Hybrid; USD 15,000 - 21,000; Full time

Job summary

ADT is seeking an entry-level Retention Coordinator to support Existing Customer Sales by handling inbound calls, identifying caller needs, and routing to the appropriate team. The role includes scheduling or rescheduling appointments and processing cancellation requests as needed.

Training will be onsite at 10401 Deerwood Park Blvd, Building 2, with a hybrid work-from-home model after training. Some in-office time may be required at intervals, while most work occurs remotely to serve customers

Qualifications

• High school diploma or equivalent.
• Experience in Customer Service and Sales/Retention preferred.
• Experience working with multiple screens and programs.
• Computer proficiency and problem-solving skills.

Responsibilities

• Answer incoming calls from customers and/or ADT employees.
• Identify the reason for the call through discovery.
• Determine proper solution for customer, make recommendation, and overcome objections if needed.
• Transfer the call to the appropriate group for handling that ensures the optimum customer experience.
• Schedule appointments where applicable.
• Reschedule service or installation appointments where applicable.
• Process cancellation requests where applicable.
• Performs other duties and related work as assigned

Skills

Customer Service

Sales/Retention

Problem Solving

Multi-screen Work

Data Confidentiality

Education

High school diploma or equivalent

Tools

CRM Software

Job description

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? and put purpose behind your paycheck. #WeAreADT

Check out more about life at ADT here.

Position Summary

This role is an entry level position in our Retention organization, additional career progression is available into any of the Retention Teams, including Account Management, Collections, and Existing Customer Sales. The Retention Coordinator is responsible for answering incoming calls, identifying reason for the call through discovery, and transferring to the correct department for handling. This position may also require scheduling or rescheduling sales appointments, service calls, and installs related to the Retention Team. Processing cancellation requests for some cancel types also possible. This is an entry level role for our Existing Customer Sales department. The intent of this role is to introduce our new team members to our ADT products, policies, and processes, and to prepare them to promote to the Existing Customer Sales Representative role. This promotion may take place anywhere from 60-180 days from your start date, depending on readiness. This is a remote position, but classroom and on the Job Training will be held onsite at 10401 Deerwood Park Blvd, Building 2. The role follows a hybrid work-from-home model, requiring both remote and onsite work. After training, you will primarily work remotely, but may be required to report to the office for one week every 5–8 weeks.

Essential Duties & Responsibilities

• Answer incoming calls from customers and/or ADT employees.
• Identify the reason for the call through discovery.
• Determine proper solution for customer, make recommendation, and overcome objections if needed.
• Transfer the call to the appropriate group for handling that ensures the optimum customer experience.
• Schedule appointments where applicable.
• Reschedule service or installation appointments where applicable.
• Process cancellation requests where applicable.
• Performs other duties and related work as assigned

Education/Work Experience Required

• High school diploma or equivalent, some college preferred
• Experience in Customer Service and Sales/Retention preferred
• Experience working with multiple screens and programs
• Computer proficiency and problem-solving skills

Skills/Abilities

• Ability to persuade customer to agree on recommended path and/or overcome customer objections
• Self-motivated and a professional attitude.
• Ability to work varied hours based on business needs.
• Excellent time management, planning and proactive thinking skills.
• Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals.
• Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form.
• Must be able to perform duties in a dynamic, fast paced work environment with frequent changes.
• Ability to maintain composure, keep emotions in check and avoid aggressive behavior, even in very difficult situations.
• Must be able to work with confidential information regarding customer accounts and employee files.

Physical Demands

• While performing the duties of this job, the employee is occasionally required to stand; walk; sit; twist; use hands to handle; push; pull or feel; reach with hands and arms; climb or balance; stoop, kneel, crouch, or crawl; and talk or hear.
• The employee must regularly lift and/or move up to 10 pounds and occasionally lift and/or move up to 25 pounds.
• Specific vision abilities required by this job include close vision, distance vision, color vision, and ability to adjust focus.
• Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Work Environment

• Ability to work from home, and supply a distraction free environment, or in the office based on business needs.

Compensation

Training wage: $13 hourly plus $80 weekly

Hourly: $13 hourly plus uncapped commission after training wage

Anticipated application end date 12.24.26. Anticipated position start date 1.18.27.

In the event a position is commission-based, compensation is solely based on the individual’s sales volume. This applies only to commission roles.

Los Angeles Applicants: Qualified applications with arrest or conviction records will be considered for employment in accordance with the Los Angeles County Fair Chance Ordinance for Employers and the California Fair Chance Act.

Philadelphia Applicants: Background checks will be conducted during the employment process. Any information will be reviewed through an individualized assessment in accordance with the Philadelphia Fair Criminal Record Screening Standards Ordinance.

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.