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.
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 25 mbps to download and 15 mbps to upload.
Education/Certification:
Experience:
Minimum of one (1) years in first-party collections (non-A/R), specific relatable experience includes: Car loan, financial and credit card collections including taking payments from customers and/or setting up payment arrangements, advising required payment amount
Customer Service experience in a remote setting
Multi Computer-screen navigation, multiple applications, strong negotiation skills
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 is onsite training in our Jacksonville, Florida location for 4 weeks training and 4 weeks onboarding onsite before transitioning to a remote work from home.
Training time: 8:30am – 5:30pm EST (30 min lunch).
Schedule: Our department is closed on weekends and most holidays, allowing our employees to enjoy every weekend off!
This role offers a shift schedules ranging from 11:30am to 12:30pm EST start time Monday – Friday.
Pay and Benefits Disclosure:
The starting hourly rate for this position is $17.00 per hour and will reach $20.00 per hour after 24 weeks of employment. (You will receive incremental increases of .50 every 4 weeks until the rate of $20.00 is reached).
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.
The anticipated end date for application submission is 9/15/2026. The role is scheduled to start 10/12/2026.
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