Customer Service Monitoring Representative

ADT•West Henrietta, NY

3d•Onsite

About The Position

At ADT, it’s more than a job, it’s a noble purpose that defines us. We are the leading provider of electronic security, interactive home and business automation and monitoring services for residences and small businesses in the United States. Every employee, from our executive leadership team to our support centers are united under one noble purpose, we help save lives for a living. We are everyday heroes. You are doing more than earning a paycheck, you’re in an important role that makes an impact in the lives of our customers every single day. Join a company of individuals with passion, commitment, drive and ambition, using and developing our talents for good at work, home and our communities. A 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 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. This role requires onsite work from our office located at: 285 Thruway Park Dr. West Henrietta, NY 14586. 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 inquires.

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 and ability to prioritize multiple items at once

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, and 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 during outbound alarm calls and inbound alarm call backs
Receiving inbound calls related to alarm call back inquires

Benefits

Paid on the job training
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
Highly competitive pay
Paid time off
Pet insurance
401k + matching
Comprehensive medical benefits
Tuition reimbursement for academic pursuits
Adoption assistance
Volunteer opportunities
Childcare and eldercare resources
Shift-differential policy that provides employees with supplemental pay on top of their hourly rate during times of higher-than-average customer call volume and when working less-desirable shifts
Pathway to promotion
Healthcare benefits
Short-term and long-term disability coverage
Life insurance
Wellbeing benefits
6 paid holidays