Job description

We are hiring for our Account Management department as a Retention Specialist in Wichita, KS. This is a remote position but Classroom and On the Job Training will be on site in Wichita, KS.

In Account Management, our pursuit to make things right is the driving force behind our customer loyalty. We are the customer’s champion - the architect who builds a bridge between what the customer wants, and the value we have to offer through an array of ADT products, led by a mission to protect lives, hopes, dreams, and futures.

A day in the life of a Retention Agent looks like this:

• Answering incoming calls about our products and services with existing customers
• Retaining ADT customers by problem solving, deescalating customer issues and resolving account issues.
• Reviewing all contracts for accuracy while enhancing the department’s ability to maximize profitability and resolution.
• The ability to work independently to find the best solution.
• Has the ability to persuade and upsell.

We're looking for someone with these skills:

• Experience in Sales and/or Retention
• Effective communication skills that help deescalate customer calls while problem solving
• The ability to work with multiple screens and programs open to help resolve customer issues
• Be able to interpret contracts and communicate terms and conditions
• Perform quick calculations

Schedule

• Our department is closed on weekends, allowing our employees to receive every weekend off, no matter the shift.

Job Requirements

• Designated place to work from home
• High speed internet. DSL, Cable or Fiber internet service with the ability to hardwire via ethernet from cable modem to your PC
• At least 25mbps to of internet to download and 15mbps to upload

When you commit to us—we commit to you. Our employees receive a comprehensive, full benefits package that includes:

• Paid Training
• Full benefits on the 1st of the month after 31 days of employment
• Casual, yet energetic and engaging work environments
• Medical, Dental, Vision, 401(k) with employer matching
• Paid vacation time (We all need to recharge)
• Tuition reimbursement, employee referral bonuses
• A culture of coaching, development and career growth opportunities

Knowledge, Skills and Abilities:

We’re looking for someone with results they are proud of like:

• High school diploma, GED, college degree or some college experience
• At least Two (2) years customer retention experience
• At least Two (2) years sales experience
• Technical aptitude, problem solving skills, computer proficiency

Pay and Benefits Disclosure:

The pay range for this role is $17.00 - $20.00 an hour, plus commission, and is based on experience and qualifications. 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.

Job Type: Full-time

Pay: $17.00 - $20.00 per hour

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Experience level:

• 1 year

Shift:

• 8 hour shift

Weekly day range:

• Monday to Friday

Work setting:

• Hybrid remote

Ability to commute/relocate:

• Wichita, KS 67226: Reliably commute or planning to relocate before starting work (Required)

Experience:

• Sales: 1 year (Preferred)
• Customer retention: 1 year (Preferred)

Work Location: Hybrid remote in Wichita, KS 67226

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