ADT is committed to hiring team members who are passionate about providing exceptional customer service - people who understand the importance of customer satisfaction and what it means to their career development. As a company that is well-positioned to continue meeting and exceeding our customers' evolving needs, ADT also takes pride in upholding a rewarding work experience for all of our team members. ADT has a culture of coaching, development and career growth opportunities. This position re... more details
Position Summary:
ADT is committed to hiring team members who are passionate about providing exceptional customer service - people who understand the importance of customer satisfaction and what it means to their career development. As a company that is well-positioned to continue meeting and exceeding our customers' evolving needs, ADT also takes pride in upholding a rewarding work experience for all of our team members. ADT has a culture of coaching, development and career growth opportunities. This position requires onsite training in Jacksonville, FL before transitioning to fully remote.
Duties and Responsibilities:
Resolve inbound and outbound calls by using multiple applications and screens.
Respond to general billing inquiries to review and resolve account issues.
Ability to negotiate and obtain payments today or postdate within 7 days.
Direct customers to appropriate team within ADT if issue is outside the scope of the collection’s role.
Ability to clearly explain billing charges and answer any questions related to billing.
Ask probing questions to overcome objections by utilizing negotiation skills.
Meet minimal standards/goals monthly.
Meet all compliance and QA standards.
Flexibility with special projects which may require overtime.
Maintain appropriate attendance and adherence goals.
High speed internet required: DSL, Cable or Fiber internet service with the ability to hardwire via ethernet from cable modem to your PC.
5G Home Internet and Fixed wireless internet are NOT accepted providers.
Internet speeds of at least 50 mbps to download and 25 mbps to upload.
Education/Certification:
High school diploma or equivalent.
Experience:
Minimum of two (2) years in first-party collections
Inbound/Outbound call center experience
Customer Service experience in a remote setting
Multi-screen navigation
Skills:
Basic typing, math, and problem-solving skills
Strong communication and verbal skills
Ability to multitask with multiple computer programs.
PC experience and/or ability to learn basic functions.
Training:
This role has onsite training required at our Jacksonville, Florida location, 4926 Kernan Blvd S, Jacksonville, FL 32224, for 8 weeks.
We offer 8 weeks of paid training
Pay and Benefits Disclosure:
The pay range for this role is $14.35 - $17.10 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.
Anticipated application end date will be 7.2.24, This role is scheduled to start 8.19.24.
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