Remote Retention & Sales Specialist

ADT Security Services; Jacksonville, Northern (FL, KY); Hybrid; USD 25,000 - 29,000; Full time

Benefits offered by this job

Medical, Dental, Vision

401(k) with employer matching

Paid vacation time

Tuition reimbursement

Job summary

ADT Security Services is seeking a Remote Customer Service/Sales Retention Specialist in Jacksonville, FL. The role trains onsite and then graduates to remote work. You will handle inbound cancellation requests, resolve issues, and upsell where appropriate to retain customers.

The position emphasizes an award-winning customer experience and long-term loyalty. Training is on-site in Jacksonville, with up to 90 days of onsite training.

Qualifications

• 2+ years in a sales role with a track record of saving or selling to customers.
• Experience in customer retention and customer experience.
• Strong negotiation and de-escalation abilities.

Responsibilities

• Handle high-volume calls from customers wanting to cancel and identify long-term solutions.
• Upsell and re‑sale strategies to retain customers.
• Demonstrate empathy, professionalism and problem-solving to resolve issues and retain business.
• Use multiple tools to assist customers, including rate negotiation and billing error credits.
• Maintain knowledge of ADT products, services and policies.

Skills

Sales experience

Customer retention

Customer service

Active listening

Negotiation skills

De-escalation

Education

High school diploma or equivalent

Job description

ADT Security Services is seeking a Remote Customer Service/Sales Retention Specialist in Jacksonville, FL. The role trains onsite and then graduates to remote work. You will handle inbound cancellation requests, resolve issues, and upsell where appropriate to retain customers.

The position emphasizes an award-winning customer experience and long-term loyalty. Training is on-site in Jacksonville, with up to 90 days of onsite training.