Existing Customer Retention Coordinator

ADT; Jacksonville (FL); Hybrid; USD 30,000 - 50,000; Full time

Job summary

ADT is seeking an Entry Level Existing Customer Retention Coordinator to join their Jacksonville team. This role involves answering customer inquiries and managing appointments, with opportunities for advancement. Ideal candidates will have a high school diploma and experience in customer service is preferred. Join a leading security provider dedicated to protecting homes and businesses.

Qualifications

• Experience in Customer Service and Sales/Retention preferred.
• Computer proficiency is required.
• Ability to make recommendations and overcome objections.

Responsibilities

• Answer incoming calls from customers and identify the reason for the call.
• Transfer calls to the appropriate department to ensure optimum customer experience.
• Schedule and reschedule appointments as needed.

Skills

Communication

Problem Solving

Time Management

Education

High school diploma or equivalent

Some college preferred

Job description

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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

3016911

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.

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, Jacksonville, FL 32256

Essential Duties & Responsibilities include the following. To perform this job successfully, the Retention Coordinator may be expected to perform some, or all of the duties listed, and other duties as assigned.

• 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.
  
  

Anticipated application end date will be 7.25.25. This role is scheduled to start 8.18.25.

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.

Seniority level

• Seniority level

  Not Applicable

Employment type

• Employment type

  Full-time

Job function

• Job function

  Customer Service

• Industries

  Security and Investigations

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