Remote Regional Support Specialist

ADT • West Henrietta, NY

1d • Remote

About The Position

The Operations Support Scheduling Dispatcher (ADT uses the job title of ‘Productivity Specialist’) is responsible for the coordination of field technicians’ daily schedule. Performing of various identified administrative functions are centralized to the Productivity Specialist in order to promote local ADT branch field time, business efficiency and support of business processes and best practices. Field technicians are dispatched to customer’s homes to install new ADT alarm systems or to perform repair work on existing ADT customer sites. The Productivity Specialist is assigned a particular geographic area within the United States and provides support to a particular identified set of local ADT branches, including but not limited to field technicians and local ADT managers. Prioritization of jobs in each of the technician’s area through both knowledge of the area supported and independent decision making techniques are basic requirements of this role. In order to be successful in this role, the following qualities have been identified as critical assets: adaptability, problem solving and decision making skills, multi-tasking as well as the ability to build relationships quickly with internal customers supported remotely. The Productivity Specialist will work in a team atmosphere that is fast paced and agile to a changing environment.

Requirements

• Strong communication and customer service skills.
• Strong analytical/problem solving skills.
• Ability to “multi-task” at an efficient speed.
• Basic data entry/typing skills.
• Computer/MS Windows knowledge strongly desired.

Responsibilities

• Work in a dynamic, collaborative environment, working closely with customers and coworkers.
• Balance technician schedule efficiency and productivity given customer expected arrival times.
• Ensure customer appointment times are met.
• Reprioritize jobs as required to meet customer commitments.
• Provide timely customer notification on appointment changes or delays.
• Strategically plan schedules concerning technician skill set, training, and time off.
• Problem solve scheduling exceptions such as sooner requests, pending requests, and escalated customer inquiries.
• Provide daily communication between technicians, customers, management, and other ADT support centers through various communication channels.
• Dispatch technicians to emergency customer requests after hours and facilitate technician timely response.
• Perform various administrative duties such as on-time arrival tracking, to best support local branches and promote an increased level of customer satisfaction.

Benefits

• Access to healthcare benefits
• 401(k) plan and company match
• Short-term and long-term disability coverage
• Life insurance
• Wellbeing benefits
• Paid time off (accrue up to 120 hours in the first year, accrual rate increases after the first year)
• 6 paid holidays

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed