Retention and Customer Service Representative

ADT; Oregon; Hybrid; USD 25,000 - 29,000; Full time

Benefits offered by this job

Paid training

Benefits after 31 days

Healthcare benefits

401(k) with company match

Paid vacation time

Tuition reimbursement

Job summary

ADT is seeking a Remote Customer Service/Sales Representative in a retention-focused role. You will handle high-volume calls from customers wanting to cancel, identify winning solutions, and upsell where appropriate.

During training you will work onsite at the Knoxville, TN office, 10620 Kemp Fain Ln, then transition to fully remote after graduation. This role emphasizes problem solving, empathy, and achieving retention targets.

Qualifications

• 2+ years in sales or customer retention roles.
• Experience handling high-volume calls and upselling.
• Ability to assess contracts and terms quickly.

Responsibilities

• Retain customers by addressing concerns and offering solutions.
• Upsell relevant services while keeping customer satisfaction high.
• Handle calls with empathy and de-escalation to reduce cancellations.
• Collaborate with training to meet targets and improve processes.

Skills

Retention & sales experience

Customer service excellence

Negotiation skills

Multi-tasking with 10+ tools

Education

High school diploma or GED

College coursework

Tools

CRM software

Call center software

Multiple screens

Job description

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 dailySave 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 distractionsDesignated distraction-free place to work from homeHigh 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 officeDuring 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 serviceBe able to interpret contracts and communicate terms and conditionsPerform quick calculationsActive listeningNegotiation SkillsKnowledge, 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 performance2 plus years: Call Center Customer Service / Sales ExperienceHigh school diploma, GED, college degree or some college experienceSchedule:Our department is closed on weekends and most holidays, allowing our employees to enjoy every weekend off!

Pay and Benefits

Paid TrainingFull benefits on the 1st of the month after 31days of employmentEnergetic and engaging work environmentsMedical, Dental, Vision, 401(k) with employer matchingPaid vacation timeTuition reimbursement, employee referral bonusesA culture of coaching, development, and career growth opportunitiesPay 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 12/11/26. The role is scheduled to start 1/04/27.

Why Choose ADT?

At ADT it’s more than a job, it’s a noble purpose that defines us. We are the leading provider of electronic security, interactive home and business automation and monitoring services for residences and small businesses in the United States. Every employee, from our executive leadership team to our support centers are united under one noble purpose, we help save lives for a living. We are everyday heroes. You are doing more than earning a paycheck, you’re in an important role that makes an impact in the lives of our customers every single day. Join a company of individuals with passion, commitment, drive and ambition, using and developing our talents for good at work, home and our communities.Check out more about life at ADT here.

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.