Post Sale Loyalty
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POST DATE 8/30/2016
END DATE 10/24/2016
JOB DESCRIPTIONJob Description United States-Florida-Jacksonville Post Sale Loyalty Job Number:
1611890 Description About ADT:
ADT is a leading provider of security and automation solutions for homes and businesses in the United States and Canada. ADT's broad and pioneering set of products and services, including ADT Pulse interactive home and business solutions, and health services, meet a range of customer needs for today's active and increasingly mobile lifestyles. Headquartered in Boca Raton, Florida, ADT helps provide peace of mind to nearly seven million customers, and it employs approximately 17,000 people at 200 locations. More information is available at www.adt.com. Position Summary:
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. Qualifications 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. 20 wpm accurate typing Want to learn more about ADT? Visit us online at www.adt.com or on Facebook .