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Customer Care Specialist

Company: ADT
Location: Morrisville
Posted on: November 24, 2022

Job Description:

Company Overview:
At ADT Commercial, we are in the business of helping people and organizations to protect what matters most to them secure the livelihoods and futures of critical commercial environments, retail location, educational campuses, healthcare facilities and financial institutions across the U.S. as an industry-leading security, fire and life safety systems integrator. We strive to have the most experienced and technically trained and talented teams in the industry, driven by excellence at every turn. At ADT Commercial, we truly believe that our people are the difference - for our organization, the customers we serve and the communities we protect. When you're a part of ADT Commercial, you'll have the opportunity to be a part of that difference every day. With more than 300 locations, a deep national presence, and comprehensive portfolio of solutions and services, our employees are always poised for career advancement and growth. For more information, visit or follow us on LinkedIn and Facebook .
Job Description
This position is responsible for retention of customers, improving customer satisfaction levels, maintenance of positive customer relations, identification of potential upsell and cross-sell opportunities for the sales organization.
Essential Functions:

  • Customer Care Reps will provide excellent service, nurture the customer relationship and act as a sales enabler to drive retention and customer loyalty
  • Track contract expirations to proactively approach existing customers for renewal and cross sell opportunities
  • Respond to customer queries and address service complaints in a timely manner
  • Responsible to retain and grow the service business by identifying potential solutions to the existing client base
  • Make necessary sales presentations to customers as required.
  • Acquire and maintain sound knowledge of all product lines and services offered.
  • Explain new products and benefits to existing customers
  • Partner with internal departments to communicate potential service issues and relay customer needs.
  • Retain and submit cross sell and up-sell opportunities to our already well-established client base through a combination of in person meetings, phone calls, email, and direct marketing efforts. utilizing the SCORE Program.
  • Collect and Analyze customer feedback and help develop new techniques to ensure customer retention

    Job Profile
    A high school diploma or GED is required, college degree preferred in addition to previous customer facing role in customer service. Skills/Behaviors required for this position include:

    • Customer Service - Field Customer Care Reps need excellent client or customer service skills to successfully assist and interact with customers and potentially difficult customer situations.
    • Empathy/Patience - This role requires a high degree of patience, as Field Customer Care Reps need to gather information related to customer dissatisfaction and determine how to best resolve the situation
    • High Energy /Upbeat - This role requires a lot of positive energy with a positive thinker with someone always trying to think of a positive solution. This person represents the company at all times and must maintain a good mood and a positive outlook at all times.
    • Conflict resolution -Reps also need to be skilled at conflict resolution and should be able to navigate situations where customers are unhappy with the company
    • Problem-solving skills - Effective problem-solving is central to this position. CAR Reps need to think on their feet to provide complete solutions to customer issues with a sense of urgency
    • Communication skills - Reps should be strong written and verbal communicators, since they tend to speak with customers on the phone or in person. They often need to prepare reports, as well. Field Customer Care Reps will need to quickly devise solutions to problems they are presented with and communicate them effectively.
    • Organization skills - Organization is also key in this role, because Field Customer Care Reps must maintain detailed records of interactions and update customer accounts to reflect changes.

      ADT Commercial LLC is an Equal Employment Opportunity (EEO) employer. We are committed to having a diverse and inclusive workforce and do our best to foster a culture and environment where every employee feels valued. Our goal is to serve our customers and help save lives. We can achieve this goal when we have the best talent working in an environment where employees feel included and recognized. Visit us online at to learn more.

Keywords: ADT, Cary , Customer Care Specialist, Other , Morrisville, North Carolina

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