Retention and Customer Service Representative

ADT

. Retain customers requesting cancellation of ADT services .

Posted 9/17/2026full-timeIrving • Alabama • United StatesJuniorMid-Level💰 $18 - $21 per hourWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates strong customer retention and sales capabilities, with expertise in negotiation, problem-solving, and effective communication. Proficient in handling high-volume calls while maintaining a focus on customer satisfaction and performance-driven results.

Highest-signal resume keywords

Customer RetentionSales ExperienceNegotiation SkillsActive ListeningProblem-Solving

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

SalesCustomer ExperienceQuick CalculationsContract InterpretationPerformance Metrics

Soft Skills

EmpathyCompassionProfessionalismObjection HandlingDe-Escalation

Tools & Technologies

Multiple ScreensCall Center SoftwareBilling SystemsService Adjustment Tools

Certifications & Qualifications

High School DiplomaGEDCollege Degree

Industry Keywords

ADT ServicesWireless IndustryCustomer ServiceRetention Solutions

About the role

Key responsibilities & impact

Retain customers requesting cancellation of ADT services
Handle a high volume of incoming cancellation calls
Identify customer needs and recommend long-term solutions
Re-sell customers on the value of ADT and persuade and upsell when appropriate
Resolve escalated calls and reduce customer frustration
Ask targeted questions to uncover customer issues and concerns
Present multiple offers and negotiate suitable solutions
Provide customer service commitments and the right retention solution
Use problem-solving and quick calculations to address cancellation causes
Use multiple tools to adjust rates, correct billing errors, arrange system service, and sell additional equipment
Maintain knowledge of ADT policies, products, services, systems, wireless industry capabilities, and competitors
Consistently improve performance and achieve sales and retention goals
Participate in product knowledge, selling/saving, competition, and systems training
Collaborate with customers, coworkers, and training/onboarding teams

Requirements

What you’ll need

2+ years in a sales role involving selling or saving customers in a performance-driven company
2+ years of call center customer service/sales experience
High school diploma, GED, college degree, or some college experience
Sales, customer retention, and customer experience experience
Ability to interpret contracts and communicate terms and conditions
Ability to perform quick calculations
Active listening skills
Negotiation skills
Attendance required every day for the full 8- to 10-week training/onboarding program
Private, undisturbed, distraction-free place to work from home
High-speed DSL, cable, or fiber internet capable of hardwired Ethernet connection
5G home internet and fixed wireless internet are not accepted
Internet speed of at least 50 Mbps download and 25 Mbps upload
Ability to work with numerous screens and programs open
Ability to handle back-to-back calls with care, empathy, compassion, objection handling, de-escalation, and professionalism

Benefits

Comp & perks

Paid training
Full benefits beginning on the first of the month after 31 days of employment
Medical, dental, and vision insurance
401(k) with employer matching
Paid vacation time
Tuition reimbursement
Employee referral bonuses
Short-term and long-term disability coverage
Life insurance
Wellbeing benefits
Paid time off, accruing up to 120 hours in the first year
6 paid holidays
Energetic and engaging work environments
Coaching, development, and career growth opportunities
Department closed on weekends and most holidays
Incremental hourly rate increases of $0.50 every 30 days until reaching $21.00 after 180 days