ADT · 1 day ago
Customer Service Representative II
10620 Kemp Fain Ln, Knoxville, TN, 37932, US
Full-time
Hybrid
Entry Level
$17/hr - $17/hr
1+ years expADT is the #1 smart home security provider in the U.S., dedicated to helping protect families and businesses. The Associate II in the Retention organization is responsible for answering incoming calls, resolving billing inquiries, and providing exceptional customer service.
Cyber SecurityHomeland SecurityInformation TechnologySecuritySmart Home
Responsibilities
You will work in a dynamic, collaborative environment, working closely with customers and coworkers
Answer incoming calls from customers and/or employees
Enhance the customer experience through excellent communication
Identify the reason for the call through discovery
Assist customers with understanding and resolving billing issues
Troubleshoot ADT products and services
Transfer the call to the appropriate department as necessary to ensure the optimum customer experience
Schedule and reschedule service appointments where applicable
Additional duties as assigned
Qualification
Required
High school diploma or equivalent
1 year experience in Customer Service required
Computer proficiency and problem-solving skills
Experience working with multiple screens and programs
Consistently able to provide an amazing customer experience with excellent listening skills
Skilled with computer proficiency, and technical aptitude
Someone who values keeping commitments & being known as reliable
Someone who can think on the fly, problem solve, and provide excellent verbal customer service
Enjoy receiving and applying coaching feedback to improve results and earnings
Your tenacity and drive consistently lead you to succeed
Self-motivated, positive, and professional attitude
Ability to work varied hours based on business needs
Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals
Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form
Must be able to perform duties in a dynamic, fast paced work environment with frequent changes
Ability to maintain composure, keep emotions in check and avoid aggressive behavior, even in very difficult situations
Must be able to work with confidential information regarding customer accounts and employee files
Preferred
Some college preferred
Sales/Retention experience preferred
Benefits
Healthcare benefits
401(k) plan and company match
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 (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
2025-12-24
Company data provided by crunchbase