Founded as the American District Telegraph Company in 1874, ADT is a privately held company that believes "home isn't just a place," but a feeling of safety, st
Existing Customer Retention Coordinator
Location
Florida
Posted
9 days ago
Salary
$0 / hour
Seniority
Senior
No structured requirement data.
Job Description
Existing Customer Retention Coordinator
ADT
Title: Existing Customer Retention Coordinator Location: Jacksonville FL United States Job Description: JobID: 3020714 JobSchedule: Full time Position Summary: This role is an entry level position in our Retention organization, additional career progression is available into any of the Retention Teams, including Account Management, Collections, and Existing Customer Sales. The Retention Coordinator is responsible for answering incoming calls, identifying reason for the call through discovery, and transferring to the correct department for handling. This position may also require scheduling or rescheduling sales appointments, service calls, and installs related to the Retention Team. Processing cancellation requests for some cancel types also possible. This is an entry level role for our Existing Customer Sales department. The intent of this role is to introduce our new team members to our ADT products, policies, and processes, and to prepare them to promote to the Existing Customer Sales Representative role. This promotion may take place anywhere from 60-180 days from your start date, depending on readiness. This is a remote position, but classroom and on the Job Training will be held onsite at 10401 Deerwood Park Blvd, Building 2 Jacksonville, FL 32256. The role follows a hybrid work-from-home model, requiring both remote and onsite work. After training, you will primarily work remotely, but may be required to report to the office for one week every 5-8 weeks. Essential Duties & Responsibilities include the following. 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. - Answer incoming calls from customers and/or ADT employees. - Identify the reason for the call through discovery. - Determine proper solution for customer, make recommendation, and overcome objections if needed. - Transfer the call to the appropriate group for handling that ensures the optimum customer experience. - Schedule appointments where applicable. - Reschedule service or installation appointments where applicable. - Process cancellation requests where applicable. - Performs 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 customer to agree on recommended path 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. Compensation: Training wage: $13 hourly plus $80 weekly Hourly: $13 hourly plus uncapped commission after training wage
Related Guides
Related Job Pages
More Customer Retention Specialist Jobs
CRM Specialist, Retention
IPSYIPSY is the beauty industry’s most powerful platform, uniting brands, creators, and hyper-engaged consumers with unprecedented access to each other through the ultimate beauty membership. We're proud to be a remote-first company. Our fully remote team members have the chance to live and work where they want, because we believe work should fit into your life—not the other way around.
Role Description IPSY is seeking a CRM Specialist, Retention to execute and support programs that directly drive revenue and keep members engaged, growing, and loyal to IPSY. This is a hands-on, high-impact role focused on four key areas: - Upgrades - Loyalty (campaigns and coupons) - Operational support - Special projects Each of these programs ties directly to a business outcome: - Keeping members active - Increasing their subscription value - Deepening their loyalty to IPSY Your work will show up in the metrics that matter most to the business -- and you will have the cross-functional access to understand exactly why. This role touches multiple parts of the business -- from member-facing loyalty campaigns to behind-the-scenes operational workflows -- giving you broad DTC exposure and real cross-functional experience inside one of beauty’s most recognized subscription brands. You will work closely with CRM, Product, Operations, Customer Experience, Creative, Finance, and Data/Analytics. This position reports to Senior Director, Loyalty and can be fully remote from the 16 U.S. states where IPSY hires. Qualifications - 3-6 years of experience in marketing, with a focus on lifecycle, CRM, growth, digital marketing, or eCommerce - Bachelor's degree required - Experience at a DTC, subscription, or eCommerce company is strongly preferred - Hands-on experience supporting loyalty, retention, referral, or engagement programs heavily preferred - Channel marketing experience (email, SMS, push) is a plus, but not a hard requirement Requirements - Strong execution skills with solid project management instincts - Analytical fluency: can pull and interpret performance data to drive decisions - Forecasting and modeling experience to inform planned performance based on historical data - Familiarity with CRM/ESP platforms (Iterable, Braze, SFMC, etc.) - Familiarity with analytics tools such as Amplitude, Sigma, Tableau, or Looker - Clear communicator, written and verbal; comfortable working across multiple teams - Detail-oriented with strong QA instincts Benefits - Competitive base salary & bonus program - Medical, dental & vision insurance - 401(k) plan with company match - Paid Time Off - Work from home flexibility - Free IPSY Extra subscription - Learning & development programs
Role Description The Remote Resolution Specialist (RRS) works in a high volume, limited duration call center environment serving as the secondary interface to external customers and/or their agents and field support personnel. The primary responsibility is to provide problem resolution and call routing for NCR products and services using known solutions, and defined routing procedures. The objective of RRS agent is to ensure call is fixed remotely and avoid a Customer engineer dispatch. Key Areas of Responsibility: - Returning customer calls, solving problems using known solutions, and call routing - monitor Remote Resolution Queue - confirm/refine problem information and criticality - utilize support systems, tools, and experience to facilitate a customer solution - transfer problem to Technical Support Specialist, if necessary - route to dispatch queue, if necessary - Remotely deliver a solution to solve a customer problem - communicate with customers through various means (oral, written, electronic) to deliver a solution - deploy solutions found in the knowledge base - verify resolution of problem with the customer - Assist field support personnel with on site issues - receive calls from field support personnel - utilize support systems, tools, and experience to provide information relevant to on site issue - create Sentinel incident & engage Technical Support Specialist, if necessary - Capture information and record data in desktop tools - document, verify, and make appropriate corrections to the incident record and customer profile - provide incident feedback about supplier commitments missed, and process improvements - Knowledge management - Fully utilize the Knowledge Management Database and provide relevant feedback when knowledge articles are inaccurate or obsolete, or no knowledge exists - Contribute as a team member - participate in team meetings and activities - participate in objective setting, performance management, reward and recognition programs - participate in special projects to continuously improve processes, tools, systems and organization - be aware of Corporate Equal Opportunity/Affirmative Action programs and guidelines and is responsible for providing equal opportunity to all associates in all phases of the business - Actively develop job-related skills - actively develop job related skills - participate in planning and implementing personal and career development activities Company Description NCR Atleos, headquartered in Atlanta, is a leader in expanding financial access. Our dedicated 20,000 employees optimize the branch, improve operational efficiency and maximize self-service availability for financial institutions and retailers across the globe.
Role Description The Client Resolution Specialist serves as the primary point of contact for matters related to client concerns, case withdrawals, terminations, and client communication throughout the resolution process. This role is responsible for ensuring clients receive timely, professional, and compassionate support while maintaining compliance with firm policies and procedures. The Client Resolution Specialist works closely with attorneys, case managers, and administrative staff to facilitate smooth transitions, case closures, and client retention efforts when appropriate. - Serve as the primary contact for clients expressing concerns, dissatisfaction, or requests to terminate representation. - Review client concerns and coordinate with attorneys and staff to identify potential resolutions. - Facilitate client retention efforts when appropriate and in accordance with firm policies. - Process client termination and withdrawal requests accurately and timely. - Prepare and distribute client termination correspondence and required documentation. - Coordinate the transfer of client files and records in compliance with applicable legal and ethical requirements. - Maintain accurate records of all client communications, resolutions, and case status updates within the firm's case management system. - Collaborate with attorneys and case teams to ensure proper handling of unresolved client issues. - Monitor and track client complaints, concerns, and termination trends and provide reports to management as requested. - Ensure all interactions are handled professionally, respectfully, and confidentially. - Assist with quality assurance initiatives aimed at improving client satisfaction and retention. - Support intake and operations teams as needed to ensure a positive client experience throughout the lifecycle of representation. - Perform other duties as assigned. Qualifications - Associate's or Bachelor's degree preferred. - Minimum of 2 years of customer service, client relations, legal support, or related experience preferred. - Experience in a law firm, particularly personal injury, is preferred. - Strong interpersonal, conflict-resolution, and communication skills. - Ability to manage sensitive and confidential information with discretion. - Excellent organizational skills and attention to detail. - Proficiency with case management systems, CRM platforms, and Microsoft Office Suite. - Ability to prioritize tasks and manage multiple matters in a fast-paced environment. - Client-focused mindset. - Professionalism and empathy. - Conflict resolution and problem-solving. - Strong verbal and written communication. - Attention to detail. - Time management and organization. - Ability to work independently and collaboratively. - Confidentiality and ethical judgment.
Role Description As an Intake Specialist, you will serve as the first point of contact for potential clients, ensuring their inquiries are handled promptly, professionally, and with care. This role involves managing inbound and outbound client communications, qualifying leads, and supporting the intake and legal teams throughout the client onboarding process. The ideal candidate will be confident in a sales-driven intake environment while maintaining empathy and professionalism when dealing with sensitive personal injury cases. - Handle inbound and outbound calls with professionalism, empathy, and confidence. - Engage with potential clients to assess their situation and qualify leads based on case criteria. - Use a sales-driven approach to convert qualified leads into signed clients. - Accurately document client information and case details in CloudLex or the firm’s case management system. - Follow intake scripts, workflows, and qualification guidelines to ensure consistency and accuracy. - Schedule consultations and coordinate next steps with attorneys and case managers. - Conduct follow-ups with potential clients to improve conversion and intake efficiency. - Identify urgent or high-priority cases and escalate them appropriately. - Provide clear, professional communication to ensure clients feel supported throughout the intake process. Qualifications - 1+ year of experience in intake, sales, customer service, call center, or administrative roles (U.S. law firm experience is highly preferred). - Personal Injury law firm experience is a strong advantage. - Experience using CloudLex or similar case management/CRM systems is preferred. - Strong English communication skills, both written and verbal. - Proven sales ability in lead qualification, conversion, or client onboarding. - Ability to work in a fast-paced, high-volume environment with accuracy and professionalism. - Strong empathy, patience, and confidence when handling client conversations. - Excellent attention to detail and strong documentation skills. - Self-motivated, organized, and able to follow structured processes independently. Requirements - Position: Intake Specialist - Remote Status: Fully Remote - Preferred Location: Latin America - Working Hours: 9 am - 6 pm EST - Holidays: US Federal Holidays - Salary: USD 1000 - USD 1200 per month - Internal Job ID: 1348
