ADT Security Services, a leader in electronic security solutions, is seeking a Retention Executive to enhance customer relationships and provide tailored solutions to clients considering service cancellation. The role focuses on managing customer interactions, negotiating alternatives, and ensuring high retention rates
Job Summary
Manage customer relationships for clients seeking to cancel or terminate their service, identifying needs, proposing alternatives, and providing personalized solutions to encourage their continued use of ADT.
Handle incoming and outgoing calls from customers wishing to cancel service, identifying reasons for cancellation and offering tailored solutions, negotiating alternatives and benefits according to current policies to promote retention.
Provide clear information on services, rates, benefits, and improvement opportunities, register and update all interactions in internal systems/CRM, and coordinate with departments like Billing, Technical Support, and Sales to resolve requirements and enhance the customer experience.
Matching Summary
Match Score: 85
ADT Security Services, a leader in electronic security solutions, is seeking a Retention Executive to enhance customer relationships and provide tailored solutions to clients considering service cancellation. The role focuses on managing customer interactions, negotiating alternatives, and ensuring high retention rates.
Salary
Base salary + competitive bonuses
Skills & Requirements
Must-have
Customer relationship management
Identify cancellation reasons
Negotiate alternatives and benefits
Provide clear service information
Update internal systems/CRM
Meet KPIs
Nice-to-have
Excellent communication skills
High persuasion and negotiation
Customer orientation and empathy
Adaptability and collaboration
Key Requirements
High school diploma
Minimum 1 year experience in customer service, sales, or retention
Demonstrable negotiation and objection handling experience