Retention and Customer Service Representative (Job ID 3021471)

ADT Security Services; Irving (TX); On-site; USD 42,000 - 64,000; Full time

Job summary

ADT Security Services in Irving, TX is seeking a Remote Customer Service/Sales Retention Specialist. You will handle a high volume of inbound calls from customers seeking to cancel and identify opportunities to keep the business.

The role focuses on delivering an award-winning experience, upselling ADT services, and resolving issues to reduce escalation.

Training is onsite at Irving, TX before moving to remote, with emphasis on empathy, de-escalation, and customer-focused solutions.

Qualifications

• Must have sales experience and customer service experience.
• Able to upsell and de-escalate while maintaining professionalism.

Responsibilities

• Handle a high volume of inbound calls from customers seeking to cancel ADT services.
• Identify opportunities and recommend long‑term solutions to keep the customer’s business.
• Provide an award‑winning customer experience that reduces escalations and increases loyalty.

Skills

Customer service

Sales experience

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 Remote Customer Service/Sales 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 75063

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