Agents receive inbound telephone calls (no outbound calling) as a result of various ADT marketing and partner campaigns.  Engage with interested Security and Smart Home customers to qualify sales opportunities and schedule sales appointments with our ADT Field employees.

This is an entry level role for our Relocation Retention department. The intent of this role is to introduce our new team members to our ADT products, policies, and processes, and to prepare them to promote to the Relocation Inside Sales Representative role. This promotion may take place anywhere from 60-180 days from your start date, depending on readiness.

• Answer incoming calls from customers and/or ADT employees.

• Identify the reason for the call through discovery.

• Determine proper solution for customer, make recommendation, and overcome objections if needed.

• Transfer the call to the appropriate group for handling that ensures the optimum customer experience.

• Schedule appointments where applicable.

• Process cancellation requests where applicable.

• Perform other duties and related work as assigned.

Experience:

• Call center experience preferred.

• Sales experience preferred.

• Retention experience preferred.

Skills/Abilities

• Basic knowledge of computer applications.

• Excellent problem solving and communication skills.

• Ability to persuade customer to agree on recommended path and/or overcome customer objections

• Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form

• Ability to maintain composure, keep emotions in check and avoid aggressive behavior, even in very difficult situations.

• Strong listening skills used to conduct needs analysis.

• Ability to multi-task while speaking to prospects.

• Must be able to work with confidential information regarding customer accounts and employee files.