Alabama, Arkansas, Florida, Georgia, Idaho, Indiana, Iowa, Kansas, Kentucky, Louisiana, Mississippi, Nebraska, North Dakota, Oklahoma, South Dakota, Texas, Virginia, and Wyoming. Read employee reviews here
Why Choose ADT?
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 is 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.
Nationwide
Major Responsibilities:
We have an exceptional career opportunity for a Bilingual Customer Service and Monitoring Representative in the following states: Alabama, Arkansas, Florida, Georgia, Idaho, Indiana, Iowa, Kansas, Kentucky, Louisiana, Mississippi, Nebraska, North Dakota, Oklahoma, South Dakota, Texas, Virginia, and Wyoming.
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.
ADT is Continuing To Grow! Customer Service Representatives Today! $500 Sign-On Bonus!
Duties and Responsibilities:
In our call center environment, you will:
Provide outstanding customer service and technical assistance to our customers through live troubleshooting and problem isolation.
Proactively take ownership of open issues and interface successfully with other departments and multiple levels of management.
Ensure customer satisfaction by resolving issues on the first call whenever possible.
Determine further action or completion on customer cases received.
Follow-up with the customer until the issue is resolved.
Multi-task while keeping the customer engaged
Make decisions independently
Diffuse escalated conversations
Read and comprehend documents
Update account information including billing
Basic understanding of home security, home automation, as well as how the internet, computers, and phones work
Identify, analyze, troubleshoot, and solve software and hardware issues for connectivity, communication, and reliability of a home security system.
Constantly learn, expand, and share your knowledge.
Required Skills and Experience:
Customer service-oriented with excellent communication and troubleshooting skills.
Must be a team player.
Creative troubleshooter, driven to solve an issue.
Knowledge of Mac/PC, Android, and iOS operating systems desired.
Knowledge of home networks including wireless configuration.
Regular, consistent, and punctual attendance.
Strong understanding of the internet, networking, home automation, and computers a plus, but not required.
Prior Customer Service &/ or Call Center experience is a plus, but not required.
Position Summary: Receives telephone calls through multiple marketing channels regarding ancillary sales products (ADT Home Health Security and Add-Ons) and successfully position interested callers for a consultation with a Sales Representative or closes the sale and sets an installation appointment within the parameters of the program.
Provide resolution and close sales by working with pre-qualified prospects through critical selling path of gathering information, determining needs and scheduling installation appointments.
Make outgoing follow-up telephone calls to undecided leads and outbound calls to leads that are received via the Internet and business reply cards.
Ensure customer satisfaction by determining customer needs and transferring calls to the appropriate party for resolution, performing follow-up including quotes, information requests, etc.
Provide prospect information in a timely and efficient manner.
Provide specific package and promotion details for members of ADT Affinity Partnerships.
Education/Certification:
High school diploma or equivalent.
Skills
Good communication skills.
Strong verbal skills.
Excellent listening skills.
Positive interpersonal skills.
20 wpm accurate typing.
Major Responsibilities
We are hiring for our Account Management department as a Retention Agent in the following states: Alabama, Arkansas, Florida, Georgia, Idaho, Indiana, Iowa, Kansas, Kentucky, Louisiana, Mississippi, Nebraska, North Dakota, Oklahoma, South Dakota, Texas, and Virginia.
In Account Management, our pursuit to make things right is the driving force behind our customer loyalty. We are the customer’s champion - the architect who builds a bridge between what the customer wants, and the value we have to offer through an array of ADT products, led by a mission to protect lives, hopes, dreams, and futures.
A day in the life of a Retention Agent looks like this:
Answering incoming calls about our products and services with existing customers
Retaining ADT customers by problem-solving, de-escalating customer issues, and resolving account issues.
Reviewing all contacts for accuracy while enhancing the department’s ability to maximize profitability and resolution.
The ability to work independently to find the best solution.
We’re looking for someone with these skills:
Experience in sales or retention
Effective communication skills that help deescalate customer calls while problem-solving
The ability to work with multiple screens and programs open to help resolve customer issues
Be able to interpret contracts and communicate terms and conditions
Perform quick calculations .
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