Retention and Customer Service Representative

ADT•Knoxville, TN

2d•Remote

About The Position

The Retention and Customer Service Representative works as a Retention Specialist, handling a high volume of incoming calls from customers who want to cancel ADT services. The role focuses on solving customer problems, identifying cancellation concerns, recommending solutions, and persuading customers to remain with ADT. Representatives are expected to provide an award-winning customer experience, strengthen brand loyalty, reduce repeat calls and escalations, and retain long-term business. The position involves sales and upselling, negotiation, de-escalation, and making quick calculations to find appropriate solutions, such as rate adjustments, billing credits, service support, or additional equipment. The role is fully onsite at ADT’s Knoxville, Tennessee location during training and becomes fully remote after successful completion of training. Training is onsite and lasts approximately 8–12 weeks; the described training program is an eight-week program with daily support. Employees work back-to-back calls and use more than ten tools and multiple screens and programs. The department is closed on weekends and most holidays.

Requirements

At least 2 years of experience in a sales role involving selling to or saving customers, with performance tied to results.
At least 2 years of call center customer service and/or sales experience.
High school diploma, GED, college degree, or some college experience.
Ability to attend the full training/onboarding program onsite in Knoxville, with attendance required every day for 8–12 weeks.
A private, undisturbed, distraction-free place to work from home after training.
High-speed DSL, cable, or fiber internet that can be hardwired by Ethernet from the cable modem to the PC; minimum speeds of 50 Mbps download and 25 Mbps upload. 5G home internet and fixed wireless providers are not accepted.
Experience or ability to work with numerous screens and programs open at once.
Ability to interpret contracts and communicate terms and conditions.
Active listening and negotiation skills.
Ability to perform quick calculations.
Sales, customer retention, customer experience, or customer loyalty experience.

Responsibilities

Handle a high volume of incoming calls from customers requesting cancellation of ADT services.
Identify the reasons for cancellation and recommend solutions that retain customers and their long-term business.
Use customer service and sales skills to explain ADT’s value, persuade customers to stay, and upsell when appropriate.
Handle escalated and back-to-back calls with empathy, compassion, professionalism, and effective de-escalation.
Listen for customer clues, ask questions to uncover concerns, and provide multiple offers to resolve issues.
Negotiate appropriate solutions, including lower rates, billing credits, service to repair a system, or additional equipment.
Use problem-solving skills and quick calculations to address cancellation requests and customer concerns.
Use multiple screens, programs, and tools to resolve customer issues and retain customers.
Maintain knowledge of ADT policies, products, services, systems, wireless industry capabilities, and competing security companies.
Consistently improve performance and achieve sales and retention goals.

Benefits

Paid training.
Medical insurance.
Dental insurance.
Vision insurance.
401(k) with employer matching.
Short-term and long-term disability coverage.
Life insurance.
Wellbeing benefits.
Paid vacation time and paid time off; employees accrue up to 120 hours in their first year, with the accrual rate increasing after the first year.
Six paid holidays.
Tuition reimbursement.
Employee referral bonuses.
Coaching, development, and career growth opportunities.
Full benefits beginning on the first day of the month after 31 days of employment.