ADT+ Retention and Customer Service Representative

ADT•Irving, TX

22h•$18 - $21•Remote

About The Position

The Retention and Customer Service Representative, also described as a Retention Specialist, handles incoming calls from customers who want to cancel ADT services. The role focuses on retaining customers by identifying the reasons for cancellation, solving problems, recommending solutions, and explaining the value of ADT products and services. Representatives work in a sales and customer-service capacity, with the goal of delivering an excellent customer experience, increasing brand loyalty, and retaining customers long term while reducing repeat calls and escalations. The position is fully onsite at ADT’s Irving, Texas location during training and becomes fully remote after the employee graduates from training. The role involves back-to-back, often escalated calls and requires empathy, professionalism, active listening, de-escalation, objection handling, negotiation, quick calculations, and multitasking across numerous tools and programs. Representatives may negotiate lower rates, credit billing errors, arrange service to fix systems, and sell additional equipment. The department is closed on weekends and most holidays. Training is described as an 8-week program with daily support from training and onboarding teams. Training covers product knowledge, selling and customer retention, competitors, and systems. The posting also states that attendance is required every day throughout a 10-week training/onboarding program. The starting rate is $18 per hour, rising incrementally by $0.50 every 30 days to $21 per hour after 180 days of employment.

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; the role requires persuading and upselling customers.
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 once.
Ability to provide a private, undisturbed, distraction-free home workspace after training.
High-speed DSL, cable, or fiber internet that can be hardwired via Ethernet from the cable modem to the PC; 5G home internet and fixed wireless are not accepted.
Internet speeds of at least 50 Mbps download and 25 Mbps upload.
Attendance throughout the training and onboarding program is required; attendance adherence is critical.
Willingness to complete onsite training in Irving, Texas before transitioning to remote work.

Responsibilities

Handle high volumes of incoming calls from customers requesting cancellation of ADT services.
Identify customer concerns and the reasons for cancellation, then recommend solutions to retain the customer.
Explain and resell customers on the value of ADT and its products and services; persuade and upsell where appropriate.
Handle back-to-back and escalated calls with care, empathy, compassion, professionalism, objection handling, and de-escalation.
Listen for customer clues and ask appropriate questions to uncover issues or concerns.
Offer multiple ways to resolve customer concerns, including negotiating lower rates, crediting billing errors, arranging service to fix systems, and offering additional equipment.
Use problem-solving skills and quick calculations to negotiate an appropriate solution.
Retain long-term business through customer service commitments and provide the right solution for the customer.
Use multiple tools and programs 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.

Benefits

Paid training.
Medical insurance.
Dental insurance.
Vision insurance.
401(k) with employer matching.
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.
Tuition reimbursement.
Employee referral bonuses.
Short-term and long-term disability coverage.
Life insurance.
Wellbeing benefits.
Six paid holidays.
Coaching, development, and career growth opportunities.