Retention & Customer Success Specialist – Remote

ADT; United States; Hybrid; USD 24,796 - 28,929; Full time

Benefits offered by this job

Paid training

Medical, dental, vision benefits

401(k) with employer matching

Paid vacation

Job summary

ADT is seeking a Retention and Customer Service Representative to retain customers cancelling services. You will handle high-volume calls, resolve issues, and upsell where appropriate to grow ADT’s customer base. Training is onsite in Irving, TX, then you will work remotely after graduation.

The role emphasizes problem solving, empathy, and strong communication to keep customers satisfied and loyal, with opportunities for career growth within ADT.

Qualifications

• 2+ years in a sales role, selling or saving a customer.
• 2+ years Call Center Customer Service / Sales Experience.
• High school diploma, GED, college degree or some college experience.

Responsibilities

• Handle high volume calls from customers seeking to cancel and identify retention opportunities.
• Resell ADT value and solutions to customers to retain business.
• Demonstrate empathy, de-escalation and professionalism to ensure best customer experience.
• Use multiple tools to retain customers and upsell additional services.
• Provide long-term solutions and negotiate prices when appropriate.

Skills

Sales experience

Customer retention

Customer experience

Negotiation

Active listening

Contract interpretation

Education

High school diploma / GED / some college

Job description

ADT is seeking a Retention and Customer Service Representative to retain customers cancelling services. You will handle high-volume calls, resolve issues, and upsell where appropriate to grow ADT’s customer base. Training is onsite in Irving, TX, then you will work remotely after graduation.

The role emphasizes problem solving, empathy, and strong communication to keep customers satisfied and loyal, with opportunities for career growth within ADT.