Collections

• Resolve inbound and outbound calls using multiple applications and screens
• Respond to general billing inquiries and review and resolve account issues
• Negotiate and obtain payments immediately or postdated within 7 days
• Direct customers to the appropriate ADT team when issues are outside the collections role
• Explain billing charges and answer billing-related questions
• Ask probing questions to overcome objections using negotiation skills
• Meet monthly standards and goals
• Meet compliance and quality assurance standards
• Participate in special projects, which may require overtime
• Maintain appropriate attendance and adherence goals
• Complete 10+ weeks of onsite training in Wichita before transitioning to remote work
• Attend onsite meetings or events on a limited basis after transitioning to remote work

Collections Specialist

Customer Support

• Retain customers requesting cancellation of ADT services
• Handle a high volume of incoming cancellation calls
• Identify customer needs and recommend long-term solutions
• Re-sell customers on the value of ADT and persuade and upsell when appropriate
• Resolve escalated calls and reduce customer frustration
• Ask targeted questions to uncover customer issues and concerns
• Present multiple offers and negotiate suitable solutions
• Provide customer service commitments and the right retention solution
• Use problem-solving and quick calculations to address cancellation causes
• Use multiple tools to adjust rates, correct billing errors, arrange system service, and sell additional equipment
• Maintain knowledge of ADT policies, products, services, systems, wireless industry capabilities, and competitors
• Consistently improve performance and achieve sales and retention goals
• Participate in product knowledge, selling/saving, competition, and systems training
• Collaborate with customers, coworkers, and training/onboarding teams

Retention and Customer Service Representative

General

• Support installation and servicing of customer alarm equipment
• Provide over-the-phone technical assistance through scheduled remote appointments
• Engage customers to understand security needs and recommend products
• Promote and drive sales of security devices and services
• Provide technical assistance to existing customers through scheduled outbound calls
• Troubleshoot and install ADT products and services
• Clearly communicate technical issues and resolutions
• Demonstrate knowledge of ADT products and services
• Educate customers on system functionality
• Identify additional security and home automation solutions
• Troubleshoot landline and cellular/radio communication failures
• Troubleshoot peripheral security devices, including sensors, detectors, and life-safety equipment
• Resolve trouble conditions on Honeywell, Ademco, DSC, IQ, and Command systems
• Troubleshoot doorbells, thermostats, garage door controls, Z-Wave devices, and Wi-Fi extenders
• Resolve camera issues, including offline cameras, recording failures, black screens, and unsaved clips
• Educate customers and set up applications including ADT Pulse, Alarm.com, ADT+, and Google Home

Collections Specialist

Retention and Customer Service Representative

Technical Alarm Specialist