Retention & Customer Experience Specialist (Remote)

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

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