Remote Bilingual Monitoring Representative

ADT • Knoxville, TN

5d • Remote

About The Position

ADT is seeking a Bilingual Customer Service and Monitoring Representative to join their team. This role is responsible for monitoring and dispatching authorities for residential and small business alarms, as well as contacting responsible parties. As the first point of contact for customers, you will provide excellent customer service by troubleshooting problems and offering technical support. You will use your listening skills, deductive reasoning, technical expertise, creativity, and passion for helping to meet customer needs, reminding them that ADT focuses on customer experience with accountable and collaborative team members.

Requirements

• Fluency in written and oral forms of both English and Spanish in a professional capacity is required
• High school diploma or equivalent required
• Minimum of one (1) year of customer service experience required
• Technical aptitude, problem solving skills and ability to prioritize multiple items at once
• Ability to be licensed in multiple states

Nice To Haves

• Designated place to work from home
• High speed internet. DSL, Cable or Fiber internet service with the ability to hardwire via ethernet from cable modem to your PC
• At least 25mbps to of internet to download and 15mbps to upload

Responsibilities

• Handling incoming alarm calls and placing outgoing calls to verify alarm activity, dispatching the proper authorities, and notifying responsible parties.
• Paying attention to detail while documenting alarm handling procedures within the alarm screens.
• Completing alarm processing in accordance with departmental procedures.
• Receiving inbound calls and relaying important information about life-safety systems and services, including updating customer accounts and solving billing questions.
• Supporting ADT customers by problem solving, de-escalating customer issues and resolving account issues.
• Providing technical support and troubleshooting devices across ADT systems.
• Helping customers understand the ADT noble purpose and providing customer lifestyle solutions.
• Coaching, team meetings or 1:1 development time to grow and develop your career at ADT.

Benefits

• Paid virtual training
• Full benefits on the 1st of the month after 31 days of employment
• Casual, yet energetic and engaging work environments
• Medical, Dental, Vision, 401(k) with employer matching
• Paid vacation time
• Tuition reimbursement
• Employee referral bonuses
• Potential opportunities to work from home based on business needs
• A culture of coaching, development and career growth opportunities
• Healthcare benefits
• Short-term and long-term disability coverage
• Life insurance
• Wellbeing benefits
• Paid time off
• 6 paid holidays

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED