ADT+ Retention and Customer Service Representative (Job ID 3022634)

ADT Corp; Irving (TX); Hybrid; USD 25,000 - 29,000; Full time

Benefits offered by this job

Paid Training

Medical, Dental, Vision

401(k) with employer matching

Paid vacation

Job summary

ADT in Irving, TX seeks a Retention and Customer Service Representative to retain customers, resolve cancellations, and upsell where appropriate. The role starts onsite for training and transitions to remote work post-training, with a strong emphasis on customer experience and problem solving.

You will manage calls, analyze cancellation causes, negotiate the best outcomes, and protect long-term ADT relationships while meeting sales and quality targets.

Qualifications

• 2+ years in a sales role with customer interaction and retention goals.
• Call center or customer service experience preferred.
• Comfort interpreting contracts and communicating terms.

Responsibilities

• Handle high-volume calls from customers seeking to cancel and offer retention solutions.
• Persuade and upsell while reducing frustration and escalation needs.
• Demonstrate empathy, active listening, and professional conduct on all calls.
• Use multiple tools to retain customers and build loyalty.

Skills

Customer service experience

Sales experience

Negotiation skills

Active listening

De-escalation skills

Multitasking

Education

High school diploma

Job description

Company Overview:

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 customer 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. And as times change, so do we.Above all, our mission is clear: we help save lives for a living. Looking for a career where you can make a real impact? Join our team today and put purpose behind your paycheck. #WeAreADT

Check out more about life at ADT here.

What The Role Is:

In this Retention and Customer Service Representative role, you will be a Retention Specialist whose role is to retain a customer who wants 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. A successful retention specialist gets it right the first time by making a situation right and reducing the need for repeat calls or escalations.

This position is fully onsite at our Irving, TX location during training then will be fully remote once graduated from training: 8880 Esters Blvd, Irving, TX

What’s In It For You

• Culture is Everything! You are not joining a company – you are joining a family who all share the same goal - Saving Lives.
• Development, Development, Development! - We are serious about creating a culture of career advancement! We want you to achieve your goals personally and professionally!
• ADT - It’s an Experience! We create an inclusive experience for every employee focused on family, partnership, development, incentives, and fun!

Job Expectations:

• You will work in a dynamic, collaborative environment, working closely with customers and coworkers.
• Utilize customer service and sales experience daily
• Save the business by re-selling customers on the value of ADT and what matters most.
• Must have sales experience, you will be expected to persuade and upsell customer while reducing customers frustration and displeasure to ultimately saving customers. Escalated calls are a high % of the calls you will receive.
• Appropriately handle back-to-back calls with care, empathy, compassion, overcoming objections, de-escalation and professionalism to ensure the best customer experience.
• Use attention to detail, listen to customer clues, to ask the right questions to uncover the issues and/or concerns to save/sell.
• Leverage exceptional de-escalation skills on difficult escalated calls with a focus on identifying concerns and providing multiple offers to resolve the customer’s concern.
• Retain long-term business for ADT through customer service commitments. Provide the right solution to save the Customer.
• Use proven problem-solving skills to quickly identify the cause of a cancellation request, create quick calculations to work with the customer to negotiate the right solution.
• Consistently improve performance and achieve your goals.
• Ability to multitask; Use several tools (10 +) to help retain our customers and make them customers for life through tools like negotiating a lower rate, crediting them for billing errors, providing service to fix their system, and even selling them additional equipment.
• Maintain knowledge of ADT policies, products, services, and systems as well as knowledge of the wireless industry, service capabilities, and other security companies.

Job Requirements

• Attendance adherence is critical to your success. Training/Onboarding attendance is required for the length of the training program every day for 10 weeks. Any time missed effects your success.
• Private, undisturbed place to work from home, free from any distractions
• Designated distraction-free place to work from home
• High speed internet: DSL, Cable, or Fiber internet service with the ability to hardwire via ethernet from cable modem to your PC
  • 5G Home Internet and Fixed wireless internet are not accepted providers.
• Internet Speeds of at least 50mbps to download and 25mbps to upload.

How Will You Train

• During our 8-week program, you will receive daily support from our training and onboarding teams to ensure you are successful.
• Your learning journey is focused on product knowledge, selling/saving, competition and systems training.
• Our training program focuses on training that equips you to be the expert within ADT to ensure you meet and exceed your sales targets, which increases your bonus potential.
• We provide development to advance your career with other internal roles and opportunities for your long-term success.

We’re looking for someone with these skills

• The ability to work with numerous screens and programs open to help resolve customer issues.
• Experience in Sales, Customer Retention, Customer experience, and retaining customers’ loyalty to a product or service
• Be able to interpret contracts and communicate terms and conditions
• Perform quick calculations
• Active listening
• Negotiation Skills

Knowledge, Skills and Abilities

• 2 plus years: in a sales role, in which you had to sell or save a customer, selling and/or saving customers in a company tied to performance
• 2 plus years: Call Center Customer Service / Sales Experience
• High school diploma, GED, college degree or some college experience

Schedule

• Our department is closed on weekends and most holidays, allowing our employees to enjoy every weekend off!

Pay and Benefits

• Paid Training
• Full benefits on the 1st of the month after 31days of employment
• Energetic and engaging work environments
• Medical, Dental, Vision, 401(k) with employer matching
• Paid vacation time
• Tuition reimbursement, employee referral bonuses
• A culture of coaching, development, and career growth opportunities

Pay and Benefits Disclosure

• The starting hourly rate for this position is $18.00 per hour and will reach $21.00 per hour after 180 days of employment. (You will receive incremental increases of .50 every 30 days until the rate of $21.00 is reached).
• 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.

The anticipated end date for application submission is 12.24.26. The role is scheduled to start 1.18.27.

In the event a position is commission-based, compensation is solely based on the individual’s sales volume. This applies only to commission roles.

Los Angeles Applicants: Qualified applications with arrest or conviction records will be considered for employment in accordance with the Los Angeles County Fair Chance Ordinance for Employers and the California Fair Chance Act.

Philadelphia Applicants: Background checks will be conducted during the employment process. Any information will be reviewed through an individualized assessment in accordance with the Philadelphia Fair Criminal Record Screening Standards Ordinance.

ADT is an Equal Employment Opportunity (EEO) Employer. We celebrate diversity and are committed to building an inclusive team that represents a variety of backgrounds, perspectives, and skills. ADT strives to ensure every employee and applicant feels valued. Visit us at jobs.adt.com/diversity to learn more.