ADT · 6 hours ago
ADT+ Retention and Customer Service Representative
Irving, TX
Full-time
Onsite
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 through innovative technology and services. The Retention and Customer Service Representative will focus on retaining customers who wish to cancel their services, providing exceptional problem-solving and customer service to enhance brand loyalty.
Cyber SecurityHomeland SecurityInformation TechnologySecuritySmart Home
Responsibilities
Check out more about life at ADT here
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
Escalated calls are a high % of the calls you will receive
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
Attendance adherence is critical to your success. Training/Onboarding attendance is required for the length of the training program every day for 10 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
During our 8-week program, you will receive daily support from our training and onboarding teams to ensure you are successful
Your learning journey is focused on product knowledge, selling/saving, competition and systems training
Our training program focuses on training that equips you to be the expert within ADT to ensure you meet and exceed your sales targets, which increases your bonus potential
We provide development to advance your career with other internal roles and opportunities for your long-term success
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
Qualification
Required
2 plus 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 plus years Call Center Customer Service / Sales Experience
High school diploma, GED, college degree or some college experience
Attendance adherence is critical to your success. Training/Onboarding attendance is required for the length of the training program every day for 10 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
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
2025-12-24
Company data provided by crunchbase