Customer Service Representative II

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We are hiring for Remote Customer Service Sales Representatives Knoxville, TN. This role requires onsite training in our Knoxville, TN office before transitioning to fully remote.

Position Summary

This role is an entry level position in our Retention organization for the Advanced Care Team (ACT), with planned progression into an Associate III within 4-6 months. Additional career progression opportunities are available into other Retention Teams such as Account Management, Collections, or Existing Customer Sales. The Associate II. Retention ACT is responsible for answering incoming calls, identifying the reason for the call through discovery, and then either handling the call or transferring to the correct department for handling. Calls handled will include billing inquiries and basic troubleshooting.

As a member of our Advanced Care Team, agents know the value ADT has in our customers lives and are passionate about providing customers amazing Customer Service. We work to be a one-stop shop for the customers we serve. We will rely on you to help Pro-ACTively retain customers through active listening, empathy, and problem solving to help resolve billing or basic troubleshooting inquiries.

The ADT Retention team is looking for a remote specialist who will provide award-winning customer service while handling a high volume of incoming calls from existing customers. We are looking for someone with sales and contact center experience, as well as attention to detail and problem solving skills. This remote department is closed on weekends and may require in office training for the first 12 weeks.

Essential Duties & Responsibilities

To perform this job successfully, the Associate II. Retention ACT may be expected to perform some, or all of the duties listed, and other duties as assigned.

• Answer incoming calls from customers and/or employees.

• Enhance the customer experience through excellent communication.

• Identify the reason for the call through discovery.

• Assist customers with understanding and resolving billing issues.

• Troubleshoot ADT products and services.

• Transfer the call to the appropriate department as necessary to ensure the optimum customer experience.

• Schedule appointments where applicable.

• Reschedule service or installation appointments where applicable.

• Performs other duties and related work as assigned.

Who Are you?

• Consistently able to provide an amazing customer experience with excellent listening skills.

• Skilled with computer proficiency, and technical aptitude.

• Someone who values keeping commitments & being known as reliable.

• Someone who can think on the fly, problem solve, and provide excellent verbal customer service.

• Enjoy receiving and applying coaching feedback to improve results and earnings.

• Your tenacity and drive consistently lead you to succeed.

• Self-motivated, positive, and professional attitude.

• Ability to work varied hours based on business needs.

• 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.

What's In It for Me?

• Great Team Culture: ACT is a smaller department which makes it easier to stand out for excellence. Our department is often recognized for top performance, and we win with our people centric culture! Celebrating individual and team success is important in our department.

• Promotional opportunity: this role is a great entry point into ADT with planned advanced for an employee with interest in advanced customer service, leadership, and retention. Career paths could include Account Management, Team Manager, Team Lead and more!

• Remote: You can work from home following completion of training and onboarding.

• Shift Bids: We have several voluntary mini shift bids throughout the year. Shift bids are based on your performance. You can earn the schedule you want by improving with your performance.

What Hours Will I Work?

• We serve our customers during these hours:

• Monday

• Friday 8:00 am

• 10:00 pm EST

• Saturday 9:00am

• 6:00pm EST

• Your schedule will consist of a 40-hour work week with varied schedules available across our hours of operation - one weekend day may be required.

• The Advanced Care Team department is closed on company holidays and occasionally close early around major holidays.

How Will I Train?

• We offer a paid and customized training program that lasts for a minimum of eight (8) weeks.

• Training will consist of on-site trainer lead classroom (5 weeks) and on the job training (3 weeks) to set you up for success.

• Training will occur at our Knoxville, TN location.

• The training schedule is Monday

• Friday 9:00am

• 5:30pm EST

Education/Work Experience Required:

• High school diploma or equivalent, some college preferred.

• 1 year experience in Customer Service required, Sales/Retention preferred.

• Experience working with multiple screens and programs.

• Computer proficiency and problem-solving skills.

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.

Technical Requirements:

• Minimum 25 mbps broadband internet connection with the ability to hardwire via ethernet from cable modem to a PC

Work Environment:

• Training and onboarding will be on-site in our Knoxville, TN Call Center

• Post training and onboarding the role can transition to work from home with the ability to supply a distraction free environment, or in the office based on business needs.

Pay and Benefits Disclosure:

Pay for this role varies. The pay range for this role is $17.00/hour and is based on experience and qualifications. Within 4-6 months this position has planned promotional opportunities that will come with increased pay and monthly bonus eligibility. We offer employees access to healthcare benefits, a 401(k) plan and company match, short-term and long-term disability coverage, life insurance, wellbeing benefits and paid time off among others. Employees accrue up to 120 hours in their first year. Your accrual rate increases after your first year. We also offer 6 paid holidays.