Inbound Monitoring Representative
About The Position
As our customers’ first point of contact, you will be the friendly voice of ADT, providing an excellent customer experience by troubleshooting their problems and providing technical support. We will rely on you to listen to our customers and use your deductive reasoning skills, technical expertise, creativity and passion for helping to meet their needs – and remind them that behind our great products is a focus on the customer experience with accountable and collaborative team members ready to help them. This role requires onsite work from our office located at: 10620 Kemp Fain Ln Knoxville, TN 37932. 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.
Requirements
- 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.
Responsibilities
- Receiving inbound calls related to recent alarm events.
- Providing basic technical support and troubleshooting devices across ADT systems.
- Handling incoming alarm calls and placing outgoing calls to verify alarm activity, dispatching the proper authorities, and notifying responsible parties.
- Relaying important information about their life-safety system and services, updating customer accounts and responding to inquiries about alarm activity.
- Paying attention to detail while documenting alarm handling procedures within the alarm screens.
- 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
- You play an important role in saving lives for a living
- Paid Training
- Designated place to work from home (for hybrid schedule)
- 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) (for hybrid schedule)
- 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
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
High school or GED
