Existing Customer Retention Coordinator

Position 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 protect and connect families, businesses, and commercial customers every day. Our mission is clear – wehelp save lives.
This entry-level role in our Retention organization introduces you to ADT products, policies, and processes, with a clear path for promotion to an Existing Customer Sales Representative role within 60–180 days. Training will be provided both remotely andonsite.

Key Responsibilities

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

Required Qualifications

• High school diploma or equivalent; some college preferred.
• Experience in customer service and sales/retention is preferred.
• Familiarity with working across multiple screens and programs.
• Computer proficiency with strong problem-solving skills.

Preferred Qualifications

• Ability to persuade customers and overcome objections effectively.
• Self-motivated professional with a positive attitude.
• Flexibility to work varied hours based on business needs.
• Excellent time management, planning, and proactive thinking skills.
• Strong mathematical abilities for basic calculations.
• Capability to follow written, oral, or diagram instructions accurately.
• Comfortable working in a fast-paced, dynamic environment.
• Adept at maintaining composure and handling confidential information.

Benefits & Perks

• Remote Position:Option to work from home with a distraction-free environment or in the office based on business needs.
• Onsite Training:Classroom and on-the-job training provided at 4926 Kernan Blvd S, Jacksonville, FL 32224.
• Career progression opportunities within the Retention organization.
• Inclusive Environment:ADT is an Equal Employment Opportunity (EEO) Employer that celebrates diversity and inclusion.