Retention and Customer Service Representative

ADT•Knoxville, TN

2d•$18 - $21•Hybrid

About The Position

The Retention and Customer Service Representative works as a Retention Specialist, handling high volumes of incoming calls from customers seeking to cancel ADT services. The role focuses on resolving customer concerns, recommending long-term solutions, and retaining customers by communicating the value of ADT products and services. Specialists are expected to deliver an award-winning customer experience, reduce repeat calls and escalations, and retain long-term business through customer service and sales commitments. The position begins with onsite training at ADT’s Knoxville, Tennessee office and becomes fully remote after successful completion of training. Training is described as an eight-week program, while the attendance requirements refer to an eight-to-twelve-week training program. Employees receive daily support and training in products, sales and retention, competition, and systems. The role uses multiple tools and screens to address issues and may involve offers such as rate adjustments, billing credits, service solutions, or additional equipment. The department is closed on weekends and most holidays.

Requirements

At least 2 years of experience in a sales role involving selling to or retaining customers, with performance tied to results.
At least 2 years of call center customer service or sales experience.
High school diploma, GED, college degree, or some college experience.
Sales experience and the ability to persuade and upsell customers while managing frustration and displeasure.
Experience with sales, customer retention, customer experience, and retaining customer loyalty to a product or service.
Ability to interpret contracts and communicate terms and conditions.
Ability to perform quick calculations.
Active listening and negotiation skills.
Ability to work with numerous screens and programs open at the same time.
Reliable attendance throughout the training program, which requires daily attendance for 8–12 weeks.
A private, undisturbed, distraction-free work-from-home space.
High-speed DSL, cable, or fiber internet capable of being hardwired via Ethernet from the cable modem to the PC, with at least 50 Mbps download and 25 Mbps upload; 5G home internet and fixed wireless internet are not accepted.

Responsibilities

Handle a high volume of incoming calls from customers requesting cancellation of ADT services.
Identify customer concerns and recommend solutions to retain their business.
Provide a positive customer experience while reducing repeat calls and escalations.
Use customer service and sales skills to explain the value of ADT and persuade customers to stay or purchase additional products or services.
Manage back-to-back and escalated calls with empathy, professionalism, objection handling, and de-escalation.
Listen for customer clues, ask relevant questions, and identify the cause of cancellation requests.
Present multiple offers and negotiate suitable solutions, including rate adjustments, billing credits, service solutions, or additional equipment.
Perform quick calculations to support customer negotiations and retention offers.
Use multiple tools and systems to resolve customer issues and retain customers.
Maintain knowledge of ADT policies, products, services, and systems, as well as the wireless industry, service capabilities, and other security companies.
Consistently improve performance and achieve sales and retention goals.