Customer Service Monitoring Representative

ADT•Knoxville, TN

2d•Onsite

About The Position

ADT is a leading provider of electronic security, interactive home and business automation and monitoring services. This role is a pivotal part of our noble purpose to help save lives and is the first step in helping protect our customers when an alarm signal is received. The Customer Service Monitoring Representative is responsible for monitoring and dispatching proper authorities for residential and small business alarms as well as contacting appropriate responsible parties. This role requires onsite work from our office located at: 10620 Kemp Fain Ln, Knoxville, TN 37932. A day in the life of a Customer Service Monitoring Representative can look like: You will work in a dynamic, collaborative environment, working closely with customers and coworkers. 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. Providing alarm reset instructions and basic troubleshooting to customers during outbound alarm calls and inbound alarm call backs. Receiving inbound calls related to alarm call back inquiries.

Requirements

High school diploma or equivalent required
Minimum of six (6) months of customer service experience required
Ability to be licensed in multiple states
Technical aptitude
Problem solving skills
Ability to prioritize multiple items at once

Nice To Haves

Remote work option, following training and eligibility
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

Monitoring and dispatching proper authorities for residential and small business alarms
Contacting appropriate responsible parties
Handling incoming alarm calls and placing outgoing calls to verify alarm activity
Dispatching the proper authorities
Notifying responsible parties
Documenting alarm handling procedures within the alarm screens
Completing alarm processing in accordance with departmental procedures
Providing alarm reset instructions and basic troubleshooting to customers
Receiving inbound calls related to alarm call back inquiries