Are you passionate about delivering exceptional customer experiences and driving business growth? Do you thrive in a dynamic, fast-paced environment where no two days are the same? If so, we invite you to join our arenaflex team as an Existing Customer Retention Coordinator. As a key member of our Retention organization, you will play a vital role in ensuring customer satisfaction, loyalty, and retention.
**About arenaflex**
arenaflex has been a leader in the industry since 1874, helping protect and connect families, businesses, and larger commercial customers every day. Our commitment to innovation, advanced technology, and strategic partnerships has earned us the #1 smart home security provider in the U.S. We're not just a company – we're a community of dedicated professionals who share a common goal: to help save lives for a living.
**Join Our Team Today**
At arenaflex, we believe that our employees are the backbone of our success. That's why we're committed to providing a supportive, inclusive work environment that fosters growth, learning, and collaboration. As an Existing Customer Retention Coordinator, you'll have the opportunity to develop your skills, expand your knowledge, and advance your career in a variety of roles within our Retention organization.
**Position Summary**
This entry-level role is designed to introduce new team members to our ADT products, policies, and processes, preparing them to promote to the Existing Customer Sales Representative role. As a Retention Coordinator, you will be responsible for:
* Answering incoming calls from customers and/or ADT employees
* Identifying the reason for the call through discovery
* Determining the proper solution for the customer, making recommendations, and overcoming objections if needed
* Transferring calls to the appropriate group for handling that ensures the optimum customer experience
* Scheduling appointments where applicable
* Rescheduling service or installation appointments where applicable
* Processing cancellation requests where applicable
* Performing other duties and related work as assigned
**Essential Duties & Responsibilities**
To perform this job successfully, the Retention Coordinator may be expected to perform some or all of the duties listed, and other duties as assigned. These include:
* Answering incoming calls from customers and/or ADT employees
* Identifying the reason for the call through discovery
* Determining the proper solution for the customer, making recommendations, and overcoming objections if needed
* Transferring calls to the appropriate group for handling that ensures the optimum customer experience
* Scheduling appointments where applicable
* Rescheduling service or installation appointments where applicable
* Processing cancellation requests where applicable
* Performing other duties and related work as assigned
**Education/Work Experience Required**
* High school diploma or equivalent, some college preferred
* Experience in Customer Service and Sales/Retention preferred
* Experience working with multiple screens and programs
* Computer proficiency and problem-solving skills
**Skills/Abilities**
* Ability to persuade customers to agree on recommended paths and/or overcome customer objections
* Self-motivated and a professional attitude
* Ability to work varied hours based on business needs
* Excellent time management, planning, and proactive thinking skills
* Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals
* Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form
* Must be able to perform duties in a dynamic, fast-paced work environment with frequent changes
* Ability to maintain composure, keep emotions in check, and avoid aggressive behavior, even in very difficult situations
* Must be able to work with confidential information regarding customer accounts and employee files
**Physical Demands**
* 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 10 pounds and occasionally lift and/or move up to 25 pounds.
* Specific vision abilities required by this job include close vision, distance vision, color vision, and ability to adjust focus.
* Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
**Work Environment**
* Ability to work from home, and supply a distraction-free environment, or in the office based on business needs.
**Career Growth Opportunities**
As an Existing Customer Retention Coordinator, you'll have the opportunity to develop your skills, expand your knowledge, and advance your career in a variety of roles within our Retention organization. With arenaflex, you'll have access to:
* Classroom and on-the-job training to help you succeed in your role
* Opportunities for career advancement and professional growth
* A supportive, inclusive work environment that fosters collaboration and teamwork
* A comprehensive benefits package, including medical, dental, and vision insurance, 401(k) matching, and paid time off
**Compensation, Perks, and Benefits**
arenaflex offers a competitive compensation package, including:
* A salary range of $40,000 - $60,000 per year, depending on experience
* Opportunities for bonuses and commissions
* A comprehensive benefits package, including medical, dental, and vision insurance, 401(k) matching, and paid time off
* A flexible work environment that allows you to work from home or in the office based on business needs
**How to Apply**
If you're passionate about delivering exceptional customer experiences and driving business growth, we invite you to apply for the Existing Customer Retention Coordinator role at arenaflex. Please visit our website at [insert link] to learn more about this opportunity and to submit your application.
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