ACT Team Lead

ADT • Jacksonville, FL

2d • $21 - $25 • Remote

About The Position

The ACT Team Lead assists and supports front line team members in resolving issues, de-escalating customers, and extending contracts within the Advanced Care Team. They establish an active presence through chat, phone, and video meetings to build relationships with team members for effective support. The ACT Team Lead coaches front line team members on call handling and troubleshooting techniques to ensure the best possible customer experiences and highest possible level of one call resolutions.

Requirements

• Able to negotiate to get the best outcome for the customer and the business.
• Consistently able to provide amazing customer experience with excellent listening and communication skills.
• Able to problem-solve and think on the fly.
• Keeps commitments and is reliable.
• Receive and apply coaching feedback to improve results and earnings.
• Apply common sense understanding to carry out instructions furnished in written, oral, or diagram form.
• Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals.
• Able to perform duties in a dynamic, fast-paced work environment with frequent changes.
• Maintain composure, keep emotions in check and avoid aggressive behavior, even in very difficult and dynamic situations.
• Detail-oriented with strong organizational, interpersonal and communication skills.
• Demonstrated ability to follow through on commitments and job requirements.
• Successfully demonstrated the ability to motivate others.
• Successfully demonstrated the ability to perform and provide results in a fast paced, team-oriented environment.
• Advanced knowledge of computer applications, specifically Mastermind, Informix, Salesforce and Microsoft Office based programs.
• Advanced knowledge of ADT products, services, billing, and troubleshooting.
• Ability to provide coaching and training.
• Ability to create meeting or training content.
• Strong written and verbal communication skills.
• Strong multi-tasking.
• Strong organizational skills.
• High school diploma or GED.
• 1 year ADT call center experience.
• 6 months retention escalation handling experience.
• Strong technical aptitude, problem solving skills.
• Pass and maintain continuous background check requirements for advanced support system access.

Nice To Haves

• Some college preferred.
• 1-year successful experience in the Associate III.Retention ACT role.
• Passion for demonstrating the value ADT provides to our customers’ lifestyles.

Responsibilities

• Guide and assist team members with process and procedure questions by consulting knowledge bases and educating team members on its use.
• Handle customer escalations, using available resources to bring the situation to a resolution.
• Support team members in understanding customer billing, negotiating lower rates, and securing contract extensions.
• Assist ACT Team Managers in identifying coaching needs.
• Coach and train front line team members and peers.
• Facilitate the timely completion of training programs and LMS courses by team members.
• Maintain real-time communications with Command Center, Team Managers, Unit Managers and other Team Leads.
• Monitor Real-Time team member phone states to help manage performance, call volume, and service levels.
• Maintain/track coaching activities, expectations and results.
• Utilize remote observation to assist and coach frontline team members.
• Provide positive reinforcement to front line team members and peers.
• Assist with outlier management.
• May be assigned to handle alarms or take calls from other inbound queues.
• Learn and develop leadership skills and functionality of management tools.
• Additional duties as assigned.

Benefits

• We offer employees access to healthcare benefits, a 401(k) plan and company match, short-term and long-term disability coverage, life insurance, wellbeing benefits and paid time.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED
• Number of Employees: 5,001-10,000 employees