Retention and Customer Service Representative

ADT; Knoxville (TN); Hybrid; USD 40,000 - 55,000; Full time

Benefits offered by this job

Remote work after training

Onsite training in Knoxville, TN

Job summary

ADT is seeking a Remote Customer Service/Sales Retention Specialist in Knoxville, TN. You will retain customers who want to cancel by diagnosing issues, offering solutions, and upselling where appropriate. The role handles a high volume of calls and requires strong problem-solving and de-escalation skills.

Training is onsite in Knoxville for 8-12 weeks, after which the position becomes fully remote. You will use multiple tools to retain customers, learn ADT policies, and contribute to long-term

Qualifications

• Experience in customer service and sales.
• Strong de-escalation and negotiation skills.
• Ability to multitask with 10+ tools and systems.
• Excellent problem-solving and communication abilities.

Responsibilities

• Handle a high-volume of retention calls to prevent cancellations.
• Identify issues and offer long-term solutions to keep customers.
• Upsell additional ADT services where appropriate.
• Maintain knowledge of ADT policies, products, and services.

Skills

Customer service

Sales experience

Negotiation

De-escalation

Problem solving

Multitasking

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

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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 Knoxville, TN location during training then will be fully remote once graduated from training:10620 Kemp Fain Ln Knoxville, TN 37932

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 8-12 weeks. Any time missed affects 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

• This role has onsite training required at Knoxville, TN office
• 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