Customer Service Monitoring Representative

ADT • West Henrietta, NY

24d • $17 - $19 • 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

Once you have completed your training and spent at least one full calendar month
in production, you may be eligible for a hybrid schedule, which includes two
days of remote work per week. Eligibility is based on meeting the training and
performance goals established by your manager.

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

• 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.

Benefits

• You play an important role in saving lives for a living
• Paid Training.
• Once approved for hybrid work, ADT requires:
• 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.
• ADT provides great, highly competitive pay, paid time off, pet insurance, and other compensation perks (401k + matching, comprehensive medical benefits, etc.).  We also offer tuition reimbursement for academic pursuits, adoption assistance, volunteer opportunities, childcare and eldercare resources, and much more.
• ADT offers a 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. ADT provides the opportunities and skills needed to learn and train so you can explore exciting opportunities across the ADT family that will continue to challenge and empower you.

What This Job Offers

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