Alabama, Arkansas, Florida, Georgia, Idaho, Indiana, Iowa, Kansas, Kentucky, Louisiana, Mississippi, Nebraska, North Dakota, Oklahoma, South Dakota, Texas, and Virginia.
Safe by ADT is a service that ADT offers to on-the-go customers and businesses. The service allows consumers to reach out to ADT when they are in uncomfortable situations. Contact by customers can be made via phone calls, text messages/chats, and/or video calls. Through the service, ADT can track the location of the customer to assist with alerting authorities and/or emergency contacts.
We would like to classify this position as an Associate III due to the intensity of situations that agents may see or hear; the technical ability required for the job; and the need to be able to critically think with limited standard operation procedures.
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,is, and business automation and monitoring services for residences and businesses in the United States. Every employee, from our executive leadership team to our support centers to our Field Operations 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.
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
Tuition reimbursement, employee referral bonuses
A culture of coaching, development, and career growth opportunities
Qualifications: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Education and/or Experience:
Relevant military experience
Reasoning Ability:
Must have the ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists.
Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form. Certificates, Licenses, Registrations:
Must possess valid driver’s license and driving history must meet company standards throughout employment.
Major Responsibilities: Nationwide
We have an exceptional career opportunity for a Customer Care 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.
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.
Compensation
We compensate based on experience.
We offer pay differential during certain shifts, based on business needs
We realize there are sometimes in our 24/7 business that conditions change. We offer shift differential amounts based on high volume times.
A day in the life of a Customer Service Agent can look like this:
Relaying important information about their life-safety system and services, updating customer accounts, and solving billing questions.
Providing technical support and troubleshooting devices across ADT systems.
Helping customers understand the ADT's noble purpose and providing customer lifestyle solutions.
Coaching, team meetings or 1:1 development time to grow and develop your career at ADT.
When you commit to us—we commit to you. Our employees receive a comprehensive, full benefits package that includes:
Paid virtual training – some in-person attendance may be required based on business needs.
VDI training requirements:
A designated place to work from home
High-speed problem-solving 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
Full benefits on the 1st of the month after 30 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
Knowledge, Skills, and Abilities We’re looking for someone with results they are proud of like:
High school diploma or equivalent required
Some college credits; degree preferred
Minimum of one (1) year of customer service experience required
Technical aptitude, problem-solving skills
$500 Sign-On Bonus!
Major Responsibilities:
We have an exceptional career opportunity for a Remote Customer Service Monitoring Representative in Alabama, Arkansas, Florida, Georgia, Idaho, Indiana, Iowa, Kansas, Kentucky, Louisiana, Mississippi, Nebraska, North Dakota, Oklahoma, South Dakota, Texas, and Virginia, Irving, Knoxville, and Jacksonville locations.
A Customer Service Monitoring Representative is responsible for monitoring and dispatching proper authorities for residential and small business alarms as well as contacting appropriate responsible parties. This role is a pivotal part of our noble purpose to help save lives and is the first step in helping protect our customers when an alarm signal is received.
A day in the life of a Customer Service Monitoring Representative can look like this:
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 callbacks.
Receiving inbound calls related to alarm call-back inquires.
When you commit to us—we commit to you. Our employees receive a comprehensive, full benefits package that includes:
Paid training
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
We’re looking for someone with results they are proud of like:
High school diploma or equivalent required
A 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.
Alabama, Arkansas, Florida, Georgia, Idaho, Indiana, Iowa, Kansas, Kentucky, Louisiana, Mississippi, Nebraska, North Dakota, Oklahoma, South Dakota, Texas, and Virginia.
Major Responsibilities:
Responsible for monitoring SAFE by ADT customers through phone calls, chat, and video.
Responds to incoming alarm signals from customers and verifies the customer’s need for assistance.
Asks caller to describe the nature of the emergency and asks follow-up questions as necessary.
Keeps callers on the line when necessary.
Dispatches proper authorities as well as contacting appropriate responsible parties when necessary.
Maintains composure while communicating with customers to help them feel safe.
Handles Inbound calls from customers or agencies.
Documents actions taken based upon standard operation processes
Advises callers on how to handle non-emergency situations, and transfers callers to proper department.
Uses maps and other internet programs to assist with location and assistance with emergency agencies.
Views and assesses video and responds with best course of action based upon what is seen and heard.
Assists other groups in the Monitoring organization to ensure our customers are protected
Performs other duties as assigned by Team Lead, Team Manager, or Unit Manager.
Skills:
Ability to critically think and problem-solve in new and evolving situations
Ability to maintain composure in highly intense situations. Possesses mental and emotional strength necessary to deal with stressful situations
Technical aptitude and the ability to use multiple computer programs simultaneously
Ability to prioritize multiple items at once
Demonstrates excellent listening skills
Communicates clearly and effectively
Pays close attention to detail
Ability to clearly articulate instructions verbally and in writing.
Ability to use virtual and emerging technologies to communicate with customers, team and leadership.
Must be able to work with confidential information and use discretion
Qualifications:
High school diploma or equivalent required
Minimum of one (1) year of customer service experience or emergency dispatch required.
Ability to be licensed in multiple states
Comfortable with emerging technologies (for example.
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 , 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
Compensation
Competitive pay based on experience with additional financial incentives for team members.
Start Date and Schedule
Our department is closed on weekends, allowing our employees to receive every weekend off, no matter the shift.
When you commit to us—we commit to you. Our employees receive a comprehensive, full benefits package that includes:
Paid virtual training.
A 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
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
Knowledge, Skills and Abilities:
We’re looking for someone with results they are proud of like:
High school diploma, GED, college degree or some college experience
Two (2) years customer retention experience
Technical aptitude, problem-solving, skills, computer proficiency
Irving, Texas
Position Summary:
Provide specialized telephone technical support to ADT Direct, Authorized Dealer, Subcontractor personnel, and end-user customers, as well as provide quality control of the account base through cut-in procedures. Utilize programming knowledge of multiple radio and alarm panel systems. Work in multiple ADT and vendor web applications and computer systems.
Position Responsibilities:
Process requests for multiple vendor applications customized by install configuration.
Provide real-time installation quotes to field technicians and limited technical support to customers.
Complete data entry associated with confirmation, including confirmation of test signals.
Confirm account status/information with field technicians and office personnel
Enter order information into the system for technician upsells and process payments as applicable.
Provide support to high-profile Custom Home accounts.
Troubleshoot system functionality related to radio registrations and panel programming in response to failed confirmation requests.
Provide support for ADHOC data cleanup projects.
Process data changes and programming requests received via mail, fax, phone or internal ticket on Informix and MasterMind.
Other projects as assigned.
Education/Experience:
High School Degree or equivalent
Experience:
Six (6) months of ADT experience in inbound telephone groups (i.e. CSG, TAS) or one to two (1-2) years of related industry experience.
Ability to successfully pass data and provisioning assessments during training.
Demonstrate ability to maintain a high degree of productivity and accuracy
Excellent verbal and written communication skills
Excellent customer service skills
Ability to type 25 wpm
Excellent working computer knowledge
Strong problem-solving and multi-tasking skills a must
Position Summary:
Responsible for inbound call traffic into Field & Operations Support Center(s) from both internal and external customers. Provide scheduling support and resolutions to internal workgroups (Customer Care, Account Management, National Sales Centers, etc.). Handles all customer scheduling inbound related calls to include appointment reschedules, appointment confirmations, and general appointment inquiries. Handles customer scheduling concerns by providing customer world-class customer service and meeting customer scheduling expectations. Act as a liaison for the customer in meeting specific schedule needs by contacting FOSC Productivity Specialists/Universal agents or Advanced Customer Inbound workgroup.
Major Responsibilities
Receives approx. 100-150 inbound calls from internal and external customers daily
Handles all calls with “one call” resolution with minimal transfers to resolve customer request
Make the necessary and appropriate decision to dispatch a technician when on-site service is required.
Successfully navigate through complex scenarios to achieve customer satisfaction and prevent escalation, by effectively utilizing customer service skills.
Effectively utilize customer service skills and the ability to multi-task.
Resolve customer inquiries related to SMS Text appointment confirmations and/or confirm site readiness as needed.
Knowledge, Skills, and Abilities Required:
Superb customer service skills
High School diploma or GED
Ability to type at least 45 wpm
Strong problem-solving and decision-making ability
Strong multi-tasking ability
Strong written and verbal communication skills
Proficient with prioritizing decisions based upon multiple criteria and identifiable standards of policies and procedures.
Proficient with aspects of Microsoft Office
General technical knowledge.
Boca Raton, Florida
Position Summary:
Develop and secure long-term relationships with National Account Customers. Proactively manage accounts for 1 Touch Plus National Account customer. Perform daily audits to prevent and eliminate potential security issues.
Essential Duties And Responsibilities include the following. The National Account Support Management Specialist may be expected to perform some or all of the duties listed and other duties as assigned.
Perform client care calls to External and Internal Customers.
Ensure accuracy of data in Mastermind.
Coordinate service, and billing of National Account Customers.
Prepare formal correspondence in response to customer’s questions or concerns.
Ensure that all customer correspondence is responded to or forwarded to the appropriate department within 24 hours of receipt in the department.
Track statistical information as needed for the department and compile data into reports that are submitted to management in a timely manner.
Conduct communication meetings with External and Internal Customers on a regular basis to ensure that changes in policies, procedures and standards are disseminated in a clear and concise manner and
are understood by everyone.
Establish good working relationships with National Account Point of Contacts.
Perform research and client care calls to National Account holders.
Utilize dashboards, 1 Report, and other resources daily to proactively manage account activity and support National Account customers.
Promote the full product line and services offered by ADT/Protection 1.
Work with NAM/AVP to provide both oral and written presentations to customers outlining quarterly 1
Touch Report performance, billing systems and applicable services.
Obtain accurate central station information required for the monitoring and service of the account.
Assist the installation, service, and billing departments as required.
Perform daily account audits and updates.
Make credit adjustments to accounts when necessary.
Work with the branches and Monitoring department to research and resolve customer issues.
Evaluate pending service calls daily for assigned customers and work with the appropriate branches to
ensure service calls are completed and moved to a “Final QC” status for billing.
Perform all other duties and projects as assigned.
The position may require mandatory overtime.
Supervisory Responsibilities:
Train and mentor peers, but no direct supervisory duties are required.
Knowledge:
Advanced knowledge of Closed Circuit Television, Access Control, Burglary, Holdup, Fire Alarm, and Fire Suppression Systems.
Skills:
Computer skills with expertise in word processing, preferable Microsoft Office and database applications, and advanced presentation skills with proficiency in PowerPoint.
Must have good customer service skills and be able to apply tact, diplomacy, reason, and logic.
Must have strong communication skills, including written, to assist internal and external customers.
Requires skills in business math, interpersonal relations, judgment, and listening.
Abilities:
Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, or governmental regulations.
Ability to write reports, business correspondence, and procedures manuals.
Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the general public.
Ability to work with mathematical concepts such as probability and statistical inference, and fundamentals of plane and solid geometry and trigonometry.
Ability to apply concepts such as fractions, percentages, ratios, and proportions to practical situations.
Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists.
Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.
Physical Demands:
While performing the duties of this job, the employee is regularly required to stand; walk; sit; use hands to handle or feel, and talk or hear. The employee frequently is required to reach with hands and arms.
The employee must frequently lift and/or move up to 10 pounds and occasionally lift and/or move up to 25 pounds. Must be able to carry a laptop computer and other necessary demonstration
equipment when visiting customers.
Specific of vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and ability to adjust focus.
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Work Environment:
The noise level in the work environment is usually moderate.
Must be able to travel as needed to visit customers, ADT/P-1 branches, and authorized subcontractors.
Minimum Qualifications:
High School Diploma or General Education Degree (GED) and two to three years experience working
on security-related projects to include three years of experience related to the CCTV, Intercom, IDS, and access control system industry.
Bachelor’s degree preferred.
Two years Mastermind experience preferred.
Langhorne, Pennsylvania
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-orientedthe 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 internet, networking, home automation, and computers a plus, but not required.
Prior Customer Service &/ or Call Center experience a plus, but not required.
Employee Compensation and Benefits:
Competitive base pay
Career path from Customer Care Specialists level I-to-Management, with rapid movement through our Career Path Program
Monthly performance incentive that corresponds with career path movement
Medical, Vision, Dental
401K, Health Savings Account, Flex Spending Account
Paid Time Off
Novi, Michigan
Position Summary:
The primary function of this position is to service, troubleshoot and repair low voltage panels, wiring and devices. Typically works on more complex issues. May perform some programming.
Duties And Responsibilities:
Services, troubleshoots, and repairs low voltage panels, wiring and devices.
Provides reliable, high-quality customer support.
Provides customer instruction on system operation and functionality.
Performs system testing and signal verification.
Maintains the necessary truck stock/inventory (equipment and tools).
Organizes and utilizes technical resources, information, material, and support to ensure efficient execution of assigned tasks.
Ensures the progress and completion of assigned tasks.
Provides documentation of service and hours worked.
Completes and submits all required task-related activities, productivity, and other documentation in a timely manner.
Must have a strong work ethic.
Must be detail-oriented.
Must complete other projects, as assigned.
Minimum Qualifications (Education, Skills & Experience):
Minimum of High School Diploma/Vocational Training.
Must have three (3) or more years of experience.
Must have a mastery knowledge of troubleshooting commercial intrusion systems, fire systems, CCTV, intercom access control systems.
Must have a working knowledge to full understanding of local/national codes.
Must be able to read plans, use a variety of tools and install panels, boxes and wiring accordingly.
Requires nowledge of OSHA, HAZCOM Regulations and comprehension of national electronic code, state and local construction codes.
Must have a valid driver’s license and be able to clear a drug screening.
Certification/Licensing:
Must retain NICET Level I Certification (for fire alarm systems only).
Must obtain NICET Level II within one (1) year (for fire alarm systems only).
Must obtain and retain any specific product certifications and/or licenses that are required by national, state and local codes.
Requires 50 % to 75 % proficiency in ADT Commercial’s Enterprise product offerings.
Work Environment:
Exposure to outside weather conditions, risk of electrical shock, and harsh work environments.
The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Physical Requirements:
While performing the duties of this job, the employee is regularly required to:
Stand; walk; sit; twist; use hands to handle; reach with hands and arms; push; pull; climb or balance; stoop, kneel, crouch, or crawl; talk and hear.
Use vision abilities including: close, distance, peripheral, depth, and color.
Work in unusual and sometimes difficult positions/circumstances such as with ladders, scaffolding, high lift equipment, wires, ducts, crawl spaces, attics, above ceilings, etc.
Lift, move, and hold up to approximately 50 lbs.
Must be able to work a full-time, flexible schedule with “on call availability” and must be able to travel on short notice.
Must be able to drive a motor vehicle (day and evenings) for extended time periods.
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