Retention and Customer Service Representative
ADT, Knoxville, Tennessee, United States, 37955
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 customers 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. 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
What The Role Is: In this Remote Customer Service/Sales Representative role, you will be a Retention Specialist whose role is to retain a customer who wants to cancel their ADT services. You will serve as an expert problem solver in a retention and sales capacity, handling a high volume of incoming calls from customers requesting to cancel and proactively identifying opportunities to keep a customer’s business.
Location and Training This position is fully onsite at our Knoxville, TN location during training and will be remote after graduation: 10620 Kemp Fain Ln, Knoxville, TN 37932.
What’s In It For You
Culture is Everything! You are joining a family who share the same goal - Saving Lives.
Development, Development, Development! We are serious about career advancement and helping you achieve your goals.
ADT — It’s an Experience! An inclusive experience focused on family, partnership, development, incentives, and fun.
Job Expectations
Work in a dynamic, collaborative environment with customers and coworkers.
Utilize customer service and sales experience daily; re-sell customers on the value of ADT while reducing frustration.
Persuade and upsell where appropriate; handle escalations with empathy and professionalism.
Ensure best customer experience through active listening, question-asking, and issue resolution.
Use multiple tools (10+) to retain customers and work toward long-term loyalty, including negotiating rates and addressing billing errors.
Maintain knowledge of ADT policies, products, services, and systems, plus general wireless industry awareness.
Job Requirements
Attendance adherence is critical. Training/onboarding attendance is required for the entire training period (8–12 weeks).
Private, distraction-free place to work from home with high-speed internet (DSL, Cable, or Fiber) and the ability to hardwire via ethernet. 5G Home Internet and Fixed wireless are not accepted. Internet speeds of at least 50 Mbps download and 25 Mbps upload.
How Will You Train
Onsite training required at the Knoxville, TN office.
During the 8-week program, daily support from training and onboarding teams to ensure success.
Focus on product knowledge, selling/saving, competition and systems training to help you meet and exceed sales targets.
Development opportunities for long-term success within ADT.
Skills and Qualifications
Ability to work with multiple screens and programs to resolve customer issues.
Experience in Sales, Customer Retention, and Customer Experience, with ability to retain loyalty to a product or service.
Ability to interpret contracts and communicate terms clearly; strong quick calculation skills; active listening. Negotiation skills are a plus.
Knowledge, Skills and Abilities
2+ years in a sales role involving selling or saving customers, preferably in a performance-based environment.
2+ years of Call Center Customer Service / Sales experience.
High school diploma, GED, college degree or some college experience.
Schedule
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.
Medical, Dental, Vision, 401(k) with employer match; paid vacation; tuition reimbursement; employee referral bonuses.
A culture of coaching, development, and career growth opportunities.
Pay and Benefits Disclosure
Starting hourly rate is $18.00 per hour, increasing to $21.00 per hour after 180 days, with increments of $0.50 every 30 days until $21.00 is reached.
Healthcare benefits, 401(k) plan with company match, disability coverage, life insurance, wellbeing benefits, and paid time off; accrual up to 120 hours in the first year with holidays.
The anticipated end date for application submission is 3/01/26. The role is scheduled to start 3/30/2026.
Why Choose ADT? At ADT, it’s more than a job — it’s a noble purpose. 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. We help save lives for a living, and every employee contributes to that mission. Check out 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. Learn more at jobs.adt.com/diversity.
#J-18808-Ljbffr
What The Role Is: In this Remote Customer Service/Sales Representative role, you will be a Retention Specialist whose role is to retain a customer who wants to cancel their ADT services. You will serve as an expert problem solver in a retention and sales capacity, handling a high volume of incoming calls from customers requesting to cancel and proactively identifying opportunities to keep a customer’s business.
Location and Training This position is fully onsite at our Knoxville, TN location during training and will be remote after graduation: 10620 Kemp Fain Ln, Knoxville, TN 37932.
What’s In It For You
Culture is Everything! You are joining a family who share the same goal - Saving Lives.
Development, Development, Development! We are serious about career advancement and helping you achieve your goals.
ADT — It’s an Experience! An inclusive experience focused on family, partnership, development, incentives, and fun.
Job Expectations
Work in a dynamic, collaborative environment with customers and coworkers.
Utilize customer service and sales experience daily; re-sell customers on the value of ADT while reducing frustration.
Persuade and upsell where appropriate; handle escalations with empathy and professionalism.
Ensure best customer experience through active listening, question-asking, and issue resolution.
Use multiple tools (10+) to retain customers and work toward long-term loyalty, including negotiating rates and addressing billing errors.
Maintain knowledge of ADT policies, products, services, and systems, plus general wireless industry awareness.
Job Requirements
Attendance adherence is critical. Training/onboarding attendance is required for the entire training period (8–12 weeks).
Private, distraction-free place to work from home with high-speed internet (DSL, Cable, or Fiber) and the ability to hardwire via ethernet. 5G Home Internet and Fixed wireless are not accepted. Internet speeds of at least 50 Mbps download and 25 Mbps upload.
How Will You Train
Onsite training required at the Knoxville, TN office.
During the 8-week program, daily support from training and onboarding teams to ensure success.
Focus on product knowledge, selling/saving, competition and systems training to help you meet and exceed sales targets.
Development opportunities for long-term success within ADT.
Skills and Qualifications
Ability to work with multiple screens and programs to resolve customer issues.
Experience in Sales, Customer Retention, and Customer Experience, with ability to retain loyalty to a product or service.
Ability to interpret contracts and communicate terms clearly; strong quick calculation skills; active listening. Negotiation skills are a plus.
Knowledge, Skills and Abilities
2+ years in a sales role involving selling or saving customers, preferably in a performance-based environment.
2+ years of Call Center Customer Service / Sales experience.
High school diploma, GED, college degree or some college experience.
Schedule
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.
Medical, Dental, Vision, 401(k) with employer match; paid vacation; tuition reimbursement; employee referral bonuses.
A culture of coaching, development, and career growth opportunities.
Pay and Benefits Disclosure
Starting hourly rate is $18.00 per hour, increasing to $21.00 per hour after 180 days, with increments of $0.50 every 30 days until $21.00 is reached.
Healthcare benefits, 401(k) plan with company match, disability coverage, life insurance, wellbeing benefits, and paid time off; accrual up to 120 hours in the first year with holidays.
The anticipated end date for application submission is 3/01/26. The role is scheduled to start 3/30/2026.
Why Choose ADT? At ADT, it’s more than a job — it’s a noble purpose. 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. We help save lives for a living, and every employee contributes to that mission. Check out 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. Learn more at jobs.adt.com/diversity.
#J-18808-Ljbffr