BLUE - Be loyal and understanding to your employee - Customer Service Representative ADT Employee Review

2.0
Sep 17, 2016
Recommend
CEO approval
Business outlook

Pros

Good benefits. Brand recognition. Good location. Pay potential. Not much more I can say to get the 20 word minimum

Cons

Seemed to be a fair amount of tenured people I spoke with that were on final warning. With that being said company seems to manage it's reps by fear of losing their jobs. Commission structure changed while I was there and found it to be unfair. Many good reps left company because of that. One on one sessions seemed to emphasize that 1 bad call and what you could have done better than all the good calls you had. Favoritism was evident. Training was lacking and found you had to learn a lot from just trying to figure it out yourself. It seemed more emphasis was on the sale and on to the next call rather than a great customer experience. I had numerous calls where clients were passed around multiple times and I blame that on lack of training, laziness of reps and adt's emphasis on sales per hour metric which ultimately bit them in the behind. Saw much contradiction in management wanting the script to be followed but wanted rep to be conversational and that in my opinion was extremely restrictive. Ultimately I believe adt is a revolving door type company and that is a shame

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ADT Response
9y
Thank you for your review, as we take these reviews very seriously. We try to provide our employees with a comfortable and productive atmosphere where no one feels they are treated unfairly. We encourage all of our employees to discuss these situations with upper-level management and HR as our employees' happiness is of utmost importance to us.

Explore other reviews about ADT

5.0
Feb 6, 2026
Recommend
CEO approval
Business outlook

Pros

Great pay and love my managers

Cons

Nothing the work is easy and great

5.0
May 20, 2026
Recommend
CEO approval
Business outlook

Pros

Pros I truly enjoy working at ADT. I have the flexibility of a hybrid schedule, which allows for a great work-life balance. The company offers generous PTO, and more importantly, actively encourages employees to take the time they need to recharge. There’s also a strong sense of job security. ADT is consistently growing, and the steady flow of new hire classes reflects that stability. In my role, I get the opportunity not only to help people start their careers, but also to coach and support agents as they grow professionally and personally. Seeing that development firsthand is incredibly rewarding. On top of that, I work with an amazing team. The people here are supportive, collaborative, and genuinely care about each other’s success, which makes a huge difference in the day-to-day experience.

Cons

While compensation is generally competitive, I would love to see more opportunities for performance-based bonuses to help employees further grow their savings and feel rewarded for their contributions. Additionally, there is some opportunity for improvement in how the building facilities are managed to enhance the overall workplace environment.

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