About the Job
Company Overview
ADT, the #1 smart home security provider in the U.S., has been protecting lives since 1874. We serve families, businesses, and large commercial customers with innovative technology, advanced security solutions, and a commitment to saving lives. Our mission is clear: help save lives for a living.
Position
Remote Customer Service/Sales Representative – Retention Specialist
Role Summary
As a Retention Specialist, you will handle incoming calls from customers wishing to cancel ADT services. Your primary responsibility is to retain customers by understanding their concerns, resolving issues, and presenting tailored solutions. You will play a key role in increasing customer loyalty and reducing cancellations while maintaining a high standard of customer service.
Location & Training
Onsite training in Irving, TX (8880 Esters Blvd) for 8–12 weeks, followed by a fully remote work arrangement.
Key Responsibilities
Engage with customers to resolve service issues and prevent cancellations
Utilize sales skills to upsell services, negotiate offers, and retain customer accounts
Handle escalated calls with professionalism, empathy, and effective de-escalation techniques
Quickly assess cancellation reasons and provide appropriate solutions
Work with multiple systems and tools to process solutions such as rate adjustments, service fixes, and equipment upgrades
Maintain deep knowledge of ADT’s products, services, and policies
Meet and exceed performance goals for retention and customer satisfaction
Skills & Qualifications
2+ years in sales, customer retention, or call center experience
Strong negotiation, active listening, and problem-solving skills
Ability to work with multiple computer screens and systems
High school diploma or equivalent (college preferred)
Proficiency in contract interpretation and basic calculations
Work Schedule
Monday–Friday; weekends and most holidays off
Requirements
Attendance adherence during training is critical
Private, distraction-free workspace at home
High-speed wired internet connection (50 Mbps download / 25 Mbps upload)
Compensation & Benefits
Starting pay: $18/hour, increasing by $0.50 every 30 days until $21/hour after 180 days
Full benefits starting the 1st of the month after 31 days of employment
Medical, dental, vision, 401(k) with match, paid vacation, paid holidays, tuition reimbursement, and referral bonuses
Coaching, development programs, and career growth opportunities
Why ADT?
Joining ADT means joining a mission-driven organization dedicated to saving lives. Our inclusive culture values passion, commitment, and teamwork, giving employees the opportunity to make a meaningful difference every day.
Equal Opportunity Statement
ADT is an Equal Employment Opportunity employer committed to diversity, inclusion, and providing equal opportunities for all employees and applicants.
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