ADT · 4 days ago
Retention and Customer Service Representative
8880 Esters Blvd, Irving, TX, 75063, US
Full-time
Hybrid
Entry, Mid Level
$18/hr - $21/hr
2+ years expADT is the leading provider of electronic security and monitoring services in the United States, focused on saving lives. The Retention and Customer Service Representative role involves retaining customers who wish to cancel their services by providing exceptional customer service and problem-solving skills to enhance customer loyalty.
Cyber SecurityHomeland SecurityInformation TechnologySecuritySmart Home
Responsibilities
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
Provide an award-winning customer experience that increases brand loyalty and retains customers for the long term
Utilize customer service and sales experience daily
Save the business by re-selling customers on the value of ADT and what matters most
Persuade and upsell customers while reducing their frustration and displeasure to ultimately save 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
Customer service and sales experience
Sales experience
Professionalism
De-escalation skills
Customer service commitments
Problem-solving skills
Ability to multitask
Knowledge of ADT policies, products, services, and systems
Attendance adherence is critical
Private, undisturbed place to work from home
High speed internet: DSL, Cable, or Fiber internet service
Internet Speeds of at least 50mbps to download and 25mbps to upload
2 plus years in a sales role
2 plus years Call Center Customer Service / Sales Experience
High school diploma, GED, college degree or some college experience
Preferred
Experience in Sales, Customer Retention, Customer experience, and retaining customers' loyalty to a product or service
Ability to interpret contracts and communicate terms and conditions
Perform quick calculations
Active listening
Negotiation Skills
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
Employees accrue up to 120 hours in their first year.
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 (25)
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
2026-01-07
Company data provided by crunchbase