Onboarding Support Representative
Salary: $16.00 per Hour
Job Location: Remote (Work from Home)
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.
Job Description:
- To receive telephone calls from prospects looking to cancel, reschedule, modify, or confirm a pending installation with ADT.
- Successfully persuade customers to proceed with their installation appointment by selling the benefits of an ADT Security system and making modifications to the installation order within the parameters of the Pre-Install Program.
Duties and Responsibilities:
- Ensure activation of sales order through providing an excellent customer experience, identifying and resolving customer issues and reselling the value of the ADT services. Use proper discovery to identify root cause of issue/concern and address appropriately.
- Assist customer with confirming order and reselling value of services/equipment and ensuring all customer needs are met
- Provide customer with status of install technician and reschedule appointments as necessary for the customer working closely with OSC and/or SSO to ensure that installation occurs in a timely manner.
- Handle calls appropriately, using “Save our Sales” offers as necessary and appropriately to address issues. Disposition all calls and orders appropriately.
- Handle all calls using the BLUE behaviors and ensuring a positive sales and install experience for the customer.
- Track and escalate trends regarding requests for order cancellation and proactively identify opportunities for improvement.
Education/Certification:
- High school diploma or GED
Experience:
- Experience with customer retention including excellent sales and customer service skills.
Skills:
- Ability to build rapport and effectively identify and address root cause.
- Strong verbal communication skills.
- De-escalation skills
- Strong telephone skills.
- Excellent listening skills.
- Positive interpersonal skills.
Pay and Benefits Disclosure:
The pay range for this role is $16.00 an hour, 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.
