Save Team Representative

Position Summary:

Save Sales Representatives are responsible for handling inbound phone calls from prospects looking to cancel a previous appointment or installation date. The employee is responsible to engage with interested Security and Smart Home customers determining original needs and offer solutions to resolve any issues or concerns. The employee must use consultative sales skills to assist in explaining product benefits and features, overcome objections, and close the sale.

Duties/Responsibilities:

• Maintain an expert-level understanding of all ADT products and how they work, as well as any sales offers and promotions.
• Provide a resolution and close installation for prospects using active problem solving and de-escalation skills.
• Process data changes and updates to prospective accounts accurately and thoroughly
• Execute and follow through on promise made to customer.
• Meet or exceed the minimum goals monthly for the role.  Goals are subject to change at any time.
• Performs other duties as assigned.

Required Skills/Abilities/Certification/Competencies:

• Language Skills Ability to read and comprehend simple instructions, short correspondence, and memos; to write straightforward explanations, routine correspondence; to ask effective questions and present information clearly and concisely; to communicate with proper grammar and vocabulary effectively and clearly.
• Demonstrate empathy and understanding to prospect’s issue or question; to handle sensitive and emotionally escalated calls and situations that require empathetic responses. 
• Consultative sales skills required to assist in explaining product benefits and features, overcoming objections, and closing sales.
• Reasoning Ability to apply common sense understanding to detailed written or oral instructions. Able to deal with problems involving a few concrete variables in standardized situations. Must be adaptable to unforeseen situations, keep focus on the customer and make empowered decisions with integrity, empathy, and compassion. 
• Ability to gain in-depth knowledge of the client’s processes, products and services during new hire and ongoing training. 
• Computer skills with ability to listen and respond while keying into automated system. Ability to learn to navigate client specific screens in a Windows environment as required. 

Education and Experience:

• High school diploma or equivalent.
• Customer Service, Technical Support, Onboarding and/or Call Center experience required.
• General knowledge of sales terminology, concepts, practices, and processes.   

Physical Requirements:

• While performing the duties of this job, the employee is occasionally required to stand, walk, sit; twist, use hands to handle, push, pull or feel, reach with hands and arms; climb or balance, stoop, kneel, crouch, or crawl, and talk or hear.
• The employee must regularly lift and/or move up to ten (10) pounds and occasionally lift and/or move up to twenty-five (25) pounds.
• Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and ability to adjust focus.
• Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
• Employee must maintain regular and acceptable attendance at such levels as determined at ADT’s sole discretion. The employee must be available and willing to work on-site and for such hours per day or hours per week as ADT determines is necessary or desirable to meet its business needs. 
• Must pass Background Check and Drug Screen. 
   

Onsite Requirement: This position you will report to our Newport, KY contact center. 

Pay and Benefits Disclosure:

The pay range for this role is $11 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.