ADT · 6 hours ago
Retention and Customer Service Representative
Wichita, KS
Full-time
Hybrid
Entry, Mid Level
$18/hr - $21/hr
2+ years expADT is the #1 smart home security provider in the U.S., dedicated to helping save lives. The Retention and Customer Service Representative will focus on retaining customers who wish to cancel their services by providing exceptional customer service and problem-solving skills to enhance brand loyalty.
Cyber SecurityHomeland SecurityInformation TechnologySecuritySmart Home
Responsibilities
You will handle a high volume of incoming calls from customers requesting to cancel and act as an expert by proactively identifying opportunities and recommending long-term solutions to keep a customer’s business
The Retention Specialist’s number one goal is to provide an award-winning customer experience that increases brand loyalty and retains customers for the long term
A successful retention specialist gets it right the first time by making a situation right and reducing the need for repeat calls or escalations
You will work in a dynamic, collaborative environment, working closely with customers and coworkers
Utilize customer service and sales experience daily
Save the business by re-selling customers on the value of ADT and what matters most
Must have sales experience, you will be expected to persuade and upsell customer while reducing customers frustration and displeasure to ultimately saving customers
Appropriately handle back-to-back calls with care, empathy, compassion, overcoming objections, de-escalation and professionalism to ensure the best customer experience
Use attention to detail, listen to customer clues, to ask the right questions to uncover the issues and/or concerns to save/sell
Leverage exceptional de-escalation skills on difficult escalated calls with a focus on identifying concerns and providing multiple offers to resolve the customer’s concern
Retain long-term business for ADT through customer service commitments. Provide the right solution to save the Customer
Use proven problem-solving skills to quickly identify the cause of a cancellation request, create quick calculations to work with the customer to negotiate the right solution
Consistently improve performance and achieve your goals
Ability to multitask; Use several tools (10+) to help retain our customers and make them customers for life through tools like negotiating a lower rate, crediting them for billing errors, providing service to fix their system, and even selling them additional equipment
Maintain knowledge of ADT policies, products, services, and systems as well as knowledge of the wireless industry, service capabilities, and other security companies
Qualification
Required
Attendance adherence is critical to your success. Training/Onboarding attendance is required for the length of the training program every day for 8-12 weeks. Any time missed effects your success
Private, undisturbed place to work from home, free from any distractions
Designated distraction-free place to work from home
High speed internet: DSL, Cable, or Fiber internet service with the ability to hardwire via ethernet from cable modem to your PC
Internet Speeds of at least 50mbps to download and 25mbps to upload
The ability to work with numerous screens and programs open to help resolve customer issues
Experience in Sales, Customer Retention, Customer experience, and retaining customers' loyalty to a product or service
Be able to interpret contracts and communicate terms and conditions
Perform quick calculations
Active listening
Negotiation Skills
2+ years: in a sales role, in which you had to sell or save a customer, selling and/or saving customers in a company tied to performance
2+ years: Call Center Customer Service / Sales Experience
High school diploma, GED, college degree or some college experience
Benefits
Paid Training
Full benefits on the 1st of the month after 31days of employment
Energetic and engaging work environments
Medical, Dental, Vision, 401(k) with employer matching
Paid vacation time
Tuition reimbursement, employee referral bonuses
A culture of coaching, development, and career growth opportunities
Short-term and long-term disability coverage
Life insurance
Wellbeing benefits
Paid time off
6 paid holidays
Company
ADT
ADT is a security company that provides smart home solutions and business security.
1001-5000 employees
H1B Sponsorship
ADT has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (20)
2024 (42)
2023 (34)
2022 (40)
2021 (32)
2020 (20)
Funding
Current Stage
Public CompanyTotal Funding
$4.1BKey Investors
State FarmGoogle
2025-10-28Post Ipo Debt· $325M
2025-09-30Post Ipo Debt· $1B
2025-03-03Post Ipo Secondary
Leadership Team
Jim DeVries
Chairman, President and Chief Executive Officer
Jeff Likosar
President, Corporate Development and Chief Financial Officer
Recent News
2025-12-24
2025-12-22
2025-12-22
Company data provided by crunchbase