Remote Customer Service Representative

ADT•West Henrietta, NY

18h•$17 - $19•Remote

About The Position

Responsible for inbound call traffic into Field & Operations Support Center(s) from both internal and external customers. Provide scheduling support and resolutions to internal workgroups (Customer Care, Account Management, National Sales Centers etc.). Handles all customer scheduling inbound related calls to include appointment reschedules, appointment confirmations, and general appointment inquiries. Handles customer scheduling concerns by providing customer world class customer service and meeting customer scheduling expectations. Act as a liaison for the customer in meeting specific schedule needs by contacting FOSC Productivity Specialists/Universal agents or Advanced Customer Inbound workgroup.

Requirements

Superb customer service skills
High School diploma or GED
Ability to type at least 45 wpm
Strong problem-solving and decision-making ability
Strong multi-tasking ability
Strong written and verbal communication skills
Proficient with prioritizing decisions based upon multiple criteria and identifiable standards of policies and procedures.
Proficient with aspects of Microsoft Office
General technical knowledge

Responsibilities

Work in a dynamic, collaborative environment, working closely with customers and coworkers.
Receive approximately 100-150 inbound calls from internal and external customers daily.
Handle all calls with “one call” resolution with minimal transfers to resolve customer request.
Make the necessary and appropriate decision to dispatch a technician when on-site service is required.
Successfully navigate through complex scenarios to achieve customer satisfaction and prevent escalation, by effectively utilizing customer service skills.
Effectively utilize customer service skills and the ability to multi-task.
Resolve customer inquiries related to SMS Text appointment confirmations and/or confirm site readiness as needed.