Customer Retention Specialist
ADT, Knoxville, TN, United States
What The Role Is:
Join our dynamic team as a Customer Retention Specialist! In this remote position, you will play a vital role in retaining customers who want to cancel their ADT services. Your expertise in problem-solving and sales will contribute to the overall growth of our organization.
You will manage a high volume of incoming calls from customers expressing cancellation intent. As an expert in your field, you'll proactively identify opportunities and propose long-term solutions to retain valuable customer relationships.
Your primary objective will be to deliver an exceptional customer experience that fosters brand loyalty and customer retention. A successful specialist will resolve issues effectively, minimizing the need for repeated calls or escalations.
What's In It For You:
Culture is Everything!
You will become part of a family sharing the mission of saving lives. Development, Development, Development!
We prioritize career advancement, supporting your personal and professional goals. ADT - It's an Experience!
We strive to create an inclusive environment focused on family, partnership, development, incentives, and enjoyment. Job Expectations: Collaborate in a vibrant environment with customers and coworkers. Utilize
customer service and sales experience
daily to enhance customer relationships. Resell
the value of ADT and what matters most to our customers. Demonstrated
sales experience
is critical, as you will persuade and upsell while addressing customer concerns. Handle back-to-back calls with
care, empathy, and professionalism
to ensure optimal customer experiences. Show attention to detail by actively listening to customer needs and asking the right questions. Employ exceptional
de-escalation skills
to resolve challenging calls by addressing concerns and providing multiple offers. Retain long-term business for ADT through strong
customer service commitments . Utilize proven
problem-solving
skills to quickly address cancellation requests and negotiate suitable solutions. Continuously improve
performance
and achieve personal goals. Effectively
multitask
across various tools to ensure customer satisfaction and retention. Maintain knowledge of ADT policies, products, and industry trends. Job Requirements: Attendance
is critical; you must comply with attendance during the 8-12 week training. A quiet working space at home, free from distractions is needed. Reliable high-speed internet (DSL, Cable, or Fiber) and the ability to hardwire from modem to PC. Internet speeds of at least 50mbps download and 25mbps upload. How You Will Train: This role requires
onsite training
at our Knoxville, TN office located at 10620 Kemp Fain Ln Knoxville, TN 37932. During the 8-week program, you will receive continuous support from our training and onboarding teams. Training will focus on product knowledge, sales techniques, and system proficiency. We emphasize your development, helping you exceed sales targets and maximize bonus potential. Career advancement opportunities will be available for your long-term success. We're Looking For Someone With These Skills: The ability to work efficiently across multiple screens and programs. Experience in
Sales, Customer Retention,
and enhancing customer loyalty. Capability to interpret contracts and communicate terms and conditions clearly. Strong numerical and quick calculation skills. Active listening and
Negotiation Skills . Knowledge, Skills and Abilities: 2+ years in a
sales role
focused on selling/saving customers. 2+ years of experience in
Call Center Customer Service/Sales . High school diploma, GED, college degree, or some college experience is required. Schedule: Our department is
closed on weekends and most holidays , providing you with weekends off! Training: This role has
onsite training
required at our Knoxville, TN office: 10620 Kemp Fain Ln Knoxville, TN 37932. Pay and Benefits: Paid Training is provided. Full benefits begin on the 1st of the month after 31 days of employment. Engaging and energetic work environment. Benefits include Medical, Dental, Vision, and 401(k) with employer match. Paid vacation time and opportunities for employee referral bonuses. Supportive culture focused on coaching and career growth. Pay and Benefits Disclosure: Starting hourly rate is $18.00, increasing to $21.00 after 180 days through incremental raises of $0.50 every 30 days. Access to a comprehensive healthcare benefits package and other perks, including paid time off. The anticipated end date for application submission is 3/01/26. The role is scheduled to start on 3/30/2026. Why Choose ADT? At ADT, we are committed to our mission of saving lives. As the leading provider of electronic security and monitoring services, we offer you the opportunity to make a real difference in the lives of our customers. Join our passionate team and work in an environment where your contributions matter, and you’ll have the chance to develop your skills while making a significant impact. Check out more about life at ADT here. About the Team: Since 1874, ADT has dedicated itself to helping save lives. As the number one smart home security provider in the U.S., we continuously innovate and provide unparalleled protection for homes and businesses. Our mission is clear: we help save lives for a living. If you are looking for a meaningful career, consider joining our team today!
You will become part of a family sharing the mission of saving lives. Development, Development, Development!
We prioritize career advancement, supporting your personal and professional goals. ADT - It's an Experience!
We strive to create an inclusive environment focused on family, partnership, development, incentives, and enjoyment. Job Expectations: Collaborate in a vibrant environment with customers and coworkers. Utilize
customer service and sales experience
daily to enhance customer relationships. Resell
the value of ADT and what matters most to our customers. Demonstrated
sales experience
is critical, as you will persuade and upsell while addressing customer concerns. Handle back-to-back calls with
care, empathy, and professionalism
to ensure optimal customer experiences. Show attention to detail by actively listening to customer needs and asking the right questions. Employ exceptional
de-escalation skills
to resolve challenging calls by addressing concerns and providing multiple offers. Retain long-term business for ADT through strong
customer service commitments . Utilize proven
problem-solving
skills to quickly address cancellation requests and negotiate suitable solutions. Continuously improve
performance
and achieve personal goals. Effectively
multitask
across various tools to ensure customer satisfaction and retention. Maintain knowledge of ADT policies, products, and industry trends. Job Requirements: Attendance
is critical; you must comply with attendance during the 8-12 week training. A quiet working space at home, free from distractions is needed. Reliable high-speed internet (DSL, Cable, or Fiber) and the ability to hardwire from modem to PC. Internet speeds of at least 50mbps download and 25mbps upload. How You Will Train: This role requires
onsite training
at our Knoxville, TN office located at 10620 Kemp Fain Ln Knoxville, TN 37932. During the 8-week program, you will receive continuous support from our training and onboarding teams. Training will focus on product knowledge, sales techniques, and system proficiency. We emphasize your development, helping you exceed sales targets and maximize bonus potential. Career advancement opportunities will be available for your long-term success. We're Looking For Someone With These Skills: The ability to work efficiently across multiple screens and programs. Experience in
Sales, Customer Retention,
and enhancing customer loyalty. Capability to interpret contracts and communicate terms and conditions clearly. Strong numerical and quick calculation skills. Active listening and
Negotiation Skills . Knowledge, Skills and Abilities: 2+ years in a
sales role
focused on selling/saving customers. 2+ years of experience in
Call Center Customer Service/Sales . High school diploma, GED, college degree, or some college experience is required. Schedule: Our department is
closed on weekends and most holidays , providing you with weekends off! Training: This role has
onsite training
required at our Knoxville, TN office: 10620 Kemp Fain Ln Knoxville, TN 37932. Pay and Benefits: Paid Training is provided. Full benefits begin on the 1st of the month after 31 days of employment. Engaging and energetic work environment. Benefits include Medical, Dental, Vision, and 401(k) with employer match. Paid vacation time and opportunities for employee referral bonuses. Supportive culture focused on coaching and career growth. Pay and Benefits Disclosure: Starting hourly rate is $18.00, increasing to $21.00 after 180 days through incremental raises of $0.50 every 30 days. Access to a comprehensive healthcare benefits package and other perks, including paid time off. The anticipated end date for application submission is 3/01/26. The role is scheduled to start on 3/30/2026. Why Choose ADT? At ADT, we are committed to our mission of saving lives. As the leading provider of electronic security and monitoring services, we offer you the opportunity to make a real difference in the lives of our customers. Join our passionate team and work in an environment where your contributions matter, and you’ll have the chance to develop your skills while making a significant impact. Check out more about life at ADT here. About the Team: Since 1874, ADT has dedicated itself to helping save lives. As the number one smart home security provider in the U.S., we continuously innovate and provide unparalleled protection for homes and businesses. Our mission is clear: we help save lives for a living. If you are looking for a meaningful career, consider joining our team today!