Retention and Customer Service Representative

ADT has been in the business of helping save lives since 1874. As the #1 smart home security provider in the U.S., we help protect and connect families, businesses, and larger commercial customers every day. Our continuous innovation, advanced technology, and strategic partnerships deliver products and services that help protect life and valuables, whether at home, your business, or on the go. Above all, our mission is clear: we help save lives for a living.

About the role

In this Remote Customer Service/Sales Representative role, you will be a Retention Specialist whose role is to retain customers who want to cancel their ADT services. You will play a key role in the growth of our organization by serving as an expert problem solver in a retention and sales capacity. You will handle a high volume of incoming calls from customers requesting to cancel and act as an expert by proactively identifying opportunities and recommending long-term solutions to keep a customer’s business. The Retention Specialist’s number one goal is to provide an award-winning customer experience that increases brand loyalty and retains customers for the long term.

This position requires onsite training at our Knoxville, TN location (10620 Kemp Fain Ln, Knoxville, TN 37932) before transitioning to a fully remote role.

Responsibilities

• Utilize customer service and sales experience daily to retain customers by re-selling them on the value of ADT.
• Persuade and upsell customers while reducing frustration and displeasure to ultimately save their business.
• Handle a high percentage of escalated calls with care, empathy, compassion, and professionalism.
• Use attention to detail and active listening to uncover customer concerns and provide solutions.
• Leverage exceptional de-escalation skills to resolve difficult calls by identifying concerns and offering multiple solutions.
• Retain long-term business for ADT through customer service commitments and problem-solving.
• Use proven problem-solving skills to quickly identify the cause of cancellation requests and negotiate solutions.
• Multitask using multiple tools (10+) to retain customers, such as negotiating rates, crediting billing errors, providing service, or selling additional equipment.
• Maintain knowledge of ADT policies, products, services, systems, and industry competitors.
• Consistently improve performance and achieve sales targets to increase bonus potential.

Requirements

• Attendance adherence is critical; training/onboarding attendance is required daily for 8-12 weeks.
• Private, undisturbed, and distraction-free workspace at home.
• High-speed internet (DSL, Cable, or Fiber) with the ability to hardwire via ethernet from cable modem to PC (5G Home Internet and Fixed wireless are not accepted).
• Internet speeds of at least 50 Mbps download and 25 Mbps upload.
• 2+ years of experience in a sales role where you had to sell or save customers, tied to performance.
• 2+ years of call center customer service/sales experience.
• High school diploma, GED, college degree, or some college experience.

Training

This role requires onsite training at our Knoxville, TN office (10620 Kemp Fain Ln, Knoxville, TN 37932) during an 8-week program. You will receive daily support from training and onboarding teams, focusing on product knowledge, selling/saving, competition, and systems training. The program equips you to be an expert within ADT, ensuring you meet and exceed sales targets and increase your bonus potential. Development opportunities are provided for long-term career growth.

Skills

• Ability to work with multiple screens and programs simultaneously.
• Experience in sales, customer retention, and customer experience.
• Ability to interpret contracts and communicate terms and conditions.
• Perform quick calculations and active listening.
• Strong negotiation skills.

Schedule

This role operates on a schedule that includes weekends and most holidays off. Training is onsite in Knoxville, TN, after which the role transitions to fully remote.

Pay

The starting hourly rate for this position is $18.00 per hour, increasing incrementally by $0.50 every 30 days until reaching $21.00 per hour after 180 days of employment.

Benefits

• Paid training.
• Full benefits (medical, dental, vision, 401(k) with employer matching) starting the 1st of the month after 31 days of employment.
• Paid vacation time (up to 120 hours accrued in the first year, with increased accrual rates after the first year).
• 6 paid holidays.
• Tuition reimbursement and employee referral bonuses.
• Short-term and long-term disability coverage, life insurance, and wellbeing benefits.
• A culture of coaching, development, and career growth opportunities.