Company Overview
ADT has been in the business of helping save lives since 1874. As the #1 smart home security provider in the U.S., we help protect and connect families, businesses and larger commercial customer every day. Our continuous innovation, advanced technology and strategic partnerships deliver products and services that help protect life and valuables, whether at home, your business or on the go. And as times change, so do we. Above all, our mission is clear: we help save lives for a living. Looking for a career where you can make a real impact? Join our team today and put purpose behind your paycheck. WeAreADT
3019086
Check out more about life at ADT here.
What The Role Is
In this Retention and Customer Service Representative role, you will be a Retention Specialist whose role is to retain a customer who wants to cancel their ADT services. You will play a key role in the growth of our organization by serving as an expert problem solver in a retention and sales capacity. 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.
This position is onsite at our Irving, TX location during training and will be remote after graduation from training: 8880 Esters Blvd, Irving, TX.
What’s In It for You
Culture is Everything! You are not joining a company – you are joining a family who all share the same goal - Saving Lives. Development, Development, Development! We are serious about creating a culture of career advancement. We want you to achieve your goals personally and professionally. ADT — It’s an Experience! We create an inclusive experience for every employee focused on family, partnership, development, incentives, and fun.
Job Expectations
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 while reducing customer frustration to save the customer. Escalated calls are a high percentage of the calls you will receive. Appropriately handle back-to-back calls with care, empathy, de-escalation and professionalism to ensure the best customer experience. Use attention to detail, listen to customer clues, ask the right questions to uncover issues and concerns to save/sell. Leverage 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 problem-solving skills to quickly identify the cause of a cancellation request and negotiate the right solution. Consistently improve performance and achieve goals. Ability to multitask using several tools to help retain customers and make them customers for life, including negotiating a lower rate or crediting billing errors. Maintain knowledge of ADT policies, products, services, and systems, as well as knowledge of the wireless industry and other security companies.
Job Requirements
Attendance adherence is critical to success. Training/onboarding attendance is required for the length of the training program every day for 10 weeks. Any time missed affects success. Private, undisturbed place to work from home, free from distractions Designated distraction-free place to work from home High-speed internet (DSL, Cable, or Fiber) with the ability to hardwire via ethernet from the modem to your PC 5G Home Internet and Fixed wireless internet are not accepted Internet speeds of at least 50 Mbps download and 25 Mbps upload
How Will You Train
During an 8-week program, you will receive daily support from our training and onboarding teams to ensure you are successful. Your learning journey focuses on product knowledge, selling/saving, competition and systems training. The program equips you to be the expert within ADT to meet and exceed sales targets, increasing bonus potential. Development to advance your career with other internal roles and opportunities for long-term success.
We’re looking for someone with these skills
The ability to work with numerous screens and programs to resolve customer issues. 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 and active listening. Negotiation skills.
Knowledge, Skills and Abilities
2+ years in a sales role where you sold or saved a customer tied to performance 2+ years of Call Center Customer Service / Sales experience High school diploma, GED, college degree or some college experience
Schedule
Our department is closed on weekends and most holidays, allowing weekends off.
Pay and Benefits
Paid Training Full benefits on the 1st of the month after 31 days of employment Energetic and engaging work environments Medical, Dental, Vision, 401(k) with employer matching Paid vacation time Tuition reimbursement, employee referral bonuses Culture of coaching, development, and career growth opportunities
Pay and Benefits Disclosure
The starting hourly rate for this position is $18.00 per hour and will reach $21.00 per hour after 180 days of employment, with incremental increases of 0.50 every 30 days until $21.00 is reached. Healthcare benefits, a 401(k) plan and company match, disability coverage, life insurance, wellbeing benefits and paid time off are offered. Employees accrue up to 120 hours in their first year; accrual rate increases after the first year. Six paid holidays are provided.
The anticipated end date for application submission is March 2, 2026. The role is scheduled to start March 16, 2026.
Why Choose ADT?
At ADT it’s more than a job, it’s a noble purpose that defines us. We are the leading provider of electronic security, interactive home and business automation and monitoring services for residences and small businesses in the United States. Every employee is united under one noble purpose: we help save lives for a living. We are everyday heroes. You are doing more than earning a paycheck; you’re in an important role that makes an impact in the lives of our customers every day. Check out more about life at ADT here.
ADT is an Equal Employment Opportunity (EEO) Employer. We celebrate diversity and are committed to building an inclusive team that represents a variety of backgrounds, perspectives, and skills. ADT strives to ensure every employee and applicant feels valued. Visit jobs.adt.com/diversity to learn more.
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ADT has been in the business of helping save lives since 1874. As the #1 smart home security provider in the U.S., we help protect and connect families, businesses and larger commercial customer every day. Our continuous innovation, advanced technology and strategic partnerships deliver products and services that help protect life and valuables, whether at home, your business or on the go. And as times change, so do we. Above all, our mission is clear: we help save lives for a living. Looking for a career where you can make a real impact? Join our team today and put purpose behind your paycheck. WeAreADT
3019086
Check out more about life at ADT here.
What The Role Is
In this Retention and Customer Service Representative role, you will be a Retention Specialist whose role is to retain a customer who wants to cancel their ADT services. You will play a key role in the growth of our organization by serving as an expert problem solver in a retention and sales capacity. 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.
This position is onsite at our Irving, TX location during training and will be remote after graduation from training: 8880 Esters Blvd, Irving, TX.
What’s In It for You
Culture is Everything! You are not joining a company – you are joining a family who all share the same goal - Saving Lives. Development, Development, Development! We are serious about creating a culture of career advancement. We want you to achieve your goals personally and professionally. ADT — It’s an Experience! We create an inclusive experience for every employee focused on family, partnership, development, incentives, and fun.
Job Expectations
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 while reducing customer frustration to save the customer. Escalated calls are a high percentage of the calls you will receive. Appropriately handle back-to-back calls with care, empathy, de-escalation and professionalism to ensure the best customer experience. Use attention to detail, listen to customer clues, ask the right questions to uncover issues and concerns to save/sell. Leverage 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 problem-solving skills to quickly identify the cause of a cancellation request and negotiate the right solution. Consistently improve performance and achieve goals. Ability to multitask using several tools to help retain customers and make them customers for life, including negotiating a lower rate or crediting billing errors. Maintain knowledge of ADT policies, products, services, and systems, as well as knowledge of the wireless industry and other security companies.
Job Requirements
Attendance adherence is critical to success. Training/onboarding attendance is required for the length of the training program every day for 10 weeks. Any time missed affects success. Private, undisturbed place to work from home, free from distractions Designated distraction-free place to work from home High-speed internet (DSL, Cable, or Fiber) with the ability to hardwire via ethernet from the modem to your PC 5G Home Internet and Fixed wireless internet are not accepted Internet speeds of at least 50 Mbps download and 25 Mbps upload
How Will You Train
During an 8-week program, you will receive daily support from our training and onboarding teams to ensure you are successful. Your learning journey focuses on product knowledge, selling/saving, competition and systems training. The program equips you to be the expert within ADT to meet and exceed sales targets, increasing bonus potential. Development to advance your career with other internal roles and opportunities for long-term success.
We’re looking for someone with these skills
The ability to work with numerous screens and programs to resolve customer issues. 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 and active listening. Negotiation skills.
Knowledge, Skills and Abilities
2+ years in a sales role where you sold or saved a customer tied to performance 2+ years of Call Center Customer Service / Sales experience High school diploma, GED, college degree or some college experience
Schedule
Our department is closed on weekends and most holidays, allowing weekends off.
Pay and Benefits
Paid Training Full benefits on the 1st of the month after 31 days of employment Energetic and engaging work environments Medical, Dental, Vision, 401(k) with employer matching Paid vacation time Tuition reimbursement, employee referral bonuses Culture of coaching, development, and career growth opportunities
Pay and Benefits Disclosure
The starting hourly rate for this position is $18.00 per hour and will reach $21.00 per hour after 180 days of employment, with incremental increases of 0.50 every 30 days until $21.00 is reached. Healthcare benefits, a 401(k) plan and company match, disability coverage, life insurance, wellbeing benefits and paid time off are offered. Employees accrue up to 120 hours in their first year; accrual rate increases after the first year. Six paid holidays are provided.
The anticipated end date for application submission is March 2, 2026. The role is scheduled to start March 16, 2026.
Why Choose ADT?
At ADT it’s more than a job, it’s a noble purpose that defines us. We are the leading provider of electronic security, interactive home and business automation and monitoring services for residences and small businesses in the United States. Every employee is united under one noble purpose: we help save lives for a living. We are everyday heroes. You are doing more than earning a paycheck; you’re in an important role that makes an impact in the lives of our customers every day. Check out more about life at ADT here.
ADT is an Equal Employment Opportunity (EEO) Employer. We celebrate diversity and are committed to building an inclusive team that represents a variety of backgrounds, perspectives, and skills. ADT strives to ensure every employee and applicant feels valued. Visit jobs.adt.com/diversity to learn more.
#J-18808-Ljbffr