Retention & Customer Success Specialist - Remote

ADT; Irving (TX); Hybrid; USD 25,000 - 29,000; Full time

Benefits offered by this job

Paid Training

Medical, Dental, Vision

401(k) with employer matching

Paid vacation

Job summary

ADT in Irving, TX seeks a Retention and Customer Service Representative to retain customers, resolve cancellations, and upsell where appropriate. The role starts onsite for training and transitions to remote work post-training, with a strong emphasis on customer experience and problem solving.

You will manage calls, analyze cancellation causes, negotiate the best outcomes, and protect long-term ADT relationships while meeting sales and quality targets.

Qualifications

• 2+ years in a sales role with customer interaction and retention goals.
• Call center or customer service experience preferred.
• Comfort interpreting contracts and communicating terms.

Responsibilities

• Handle high-volume calls from customers seeking to cancel and offer retention solutions.
• Persuade and upsell while reducing frustration and escalation needs.
• Demonstrate empathy, active listening, and professional conduct on all calls.
• Use multiple tools to retain customers and build loyalty.

Skills

Customer service experience

Sales experience

Negotiation skills

Active listening

De-escalation skills

Multitasking

Education

High school diploma

Job description

ADT in Irving, TX seeks a Retention and Customer Service Representative to retain customers, resolve cancellations, and upsell where appropriate. The role starts onsite for training and transitions to remote work post-training, with a strong emphasis on customer experience and problem solving.

You will manage calls, analyze cancellation causes, negotiate the best outcomes, and protect long-term ADT relationships while meeting sales and quality targets.