Remote Bilingual Monitoring Representative

ADT•Knoxville, TN

9d•$18 - $21•Remote

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. We have an exceptional career opportunity for a Bilingual Customer Service and Monitoring Representative. A Bilingual Customer Service and Monitoring Representative is responsible for monitoring and dispatching proper authorities for residential and small business alarms as well as contacting appropriate responsible parties. 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.

Requirements

Fluency in written and oral forms of both English and Spanish in a professional capacity is required
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
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

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.
Receiving inbound calls and relaying important information about life-safety systems and services, including updating customer accounts and solving billing questions.
Supporting ADT customers by problem solving, de-escalating customer issues and resolving account issues.
Providing technical support and troubleshooting devices across ADT systems.
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

Paid virtual training – some in-person attendance may be required based on business needs.
Full benefits on the 1st of the month after 31 days of employment
Casual, yet energetic and engaging work environments
Medical, Dental, Vision, 401(k) with employer matching
Paid vacation time (We all need to recharge)
Tuition reimbursement, employee referral bonuses
Potential opportunities to work from home based on business needs
A culture of coaching, development and career growth opportunities

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