Customer Service Monitoring Representative

ADT is the leading provider of electronic security, interactive home and business automation and monitoring services for residences and small businesses in the United States. The Customer Service Monitoring Representative is responsible for monitoring and dispatching proper authorities for alarms, ensuring the safety of customers when an alarm signal is received.

Responsibilities

• 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

Skills

• 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

Benefits

• Paid Training.
• Once approved for hybrid work, ADT requires: Designated place to work from home.
• Once approved for hybrid work, ADT requires: High speed internet. DSL, Cable or Fiber internet service with the ability to hardwire via ethernet from cable modem to your PC.
• Once approved for hybrid work, ADT requires: 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.
• We offer employees access to healthcare benefits, a 401(k) plan and company match, short-term and long-term disability coverage, life insurance, wellbeing benefits and paid time off among others.
• Employees accrue up to 120 hours in their first year. Your accrual rate increases after your first year.
• We also offer 6 paid holidays.

Company Overview