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. The pay range for this role is $13.89 - $23.13
ADT has been in the business of helping save lives since 1874. As the #1 smart home security provider in the U.S., we help protect and connect families, businesses, and larger commercial customers every day. Our continuous innovation, advanced technology, and strategic partnerships deliver products and services that help protect life and valuables, whether at home, your business or on the go. And as times change, so do we. Above all, our mission is clear: we help save lives for a living. Looking for a career where you can make a real impact? Join our team today and put purpose behind your paycheck. #WeAreADT Read employee reviews here.
ADT is Continuing To Grow! Remote Customer Service Reps Today! $500 Sign-On Bonus!
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 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.
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
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.
***This position can be located out of any ADT site in the US or fully remote ***
Position Responsibilities:
Business:
Provide leadership in support of fundamental business outcomes – Accounts past due 30+, Accounts past due 90+, Install A/R $, and Nonpay disconnects.
Joint cross-functional support of overall business outcome – Accounts receivable $, DSO.
Process:
Create and sustain processes to drive the above metrics across all business lines through oversight of the process excellence team to ensure end to end processes are purposeful, support the above business outcomes, are monitored and measured.
Oversight of collection supporting processes - Letter cure rates, 1st party agency performance, field collaboration.
Close collaboration with reporting team to use the right set of operational data and metrics to drive results, be able to define, understand, self-serve the metrics in the reporting system (COPA-net).
Close collaboration with data analytics team to choose the right channel (email, text, phone, letter), right offers for non-pay retention, right treatment approach.
Collections technology:
Understand and manage contact tools and strategies to improve dial rate, penetration rate, connect rate, contact rate, and cure rate.
Partner with the workforce management team to allocate collection resources, provide team manager floor coverage, ensure proper team manager to collector ratios and maintain low inbound abandon rates.
People:
Direct management of 8-10 team managers who oversee a collections team of 150+ collectors.
Inspirational people leadership to translate the business outcomes to manageable actions for the front line and team managers, and complete ownership of setting goals and measuring performance to goals.
Close collaboration with recruiting, HR, finance, and leadership to effectively hire, develop and retain quality talent.
Partner with training teams to ensure training curriculum content and delivery is best in class.
Position Summary:
Answers, responds to, and follows up regarding alarm activity. This position starts on Monday, September 27th, 2021.
Essential Duties And Responsibilities include the following. To perform this job successfully, the Monitoring Representative I may be expected to perform some or all of the duties listed, and other duties as assigned.
Verifies, responds to, and dispatches on emergency signals.
Answers incoming calls.
The operator will work under close supervision during the first 30 days.
Must keep abreast of the organization's goals and positions held.
Notifies customers of non-emergency signals.
Notifies responders on emergency signals after dispatch.
Processes basic data changes to customer accounts.
Must be able to handle signals from one location/area and TTY stations.
Position requires weekend, holiday, and shift work and may require mandatory overtime
Knowledge:
Knowledge of and familiarity with computers and Microsoft Office applications, and the Internet.
Knowledge of Company policies, procedures, guidelines, and practices.
Basic knowledge and understanding of VIP accounts and departments.
Skills:
Self-motivated and a professional attitude.
Excellent communication and listening skills.
Excellent teambuilding, customer service, and interpersonal skills.
Must possess good decision-making skills, be very organized and detail-oriented.
Must be proficient with the personal computer, keyboard, fax machine, copy machine and telephone
Must be able to meet minimum productivity standards set that apply to a Level I operator.
Must meet minimum quality standards set for them (90% or better average on Q/A).
Abilities:
Ability to work overtime as requested by management.
Ability to use discretion and problem analysis.
Ability to work effectively with others.
Ability to work as part of a dynamic team and be flexible.
Ability and willingness to make key contributions to the growth of the business.
Ability to respond to common inquiries or complaints from customers, regulatory agencies, or members of the business community.
Ability to effectively present information to top management, public groups, and/or boards of directors.
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.
Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals.
Ability to write routine reports and correspondence.
Ability to adapt to changes in the work environment, delays or unexpected events; manage competing demands; change approach or method to best fit the situation.
Ability to concentrate on a task over a period of time without being distracted.
Ability to maintain composure, keep emotions in check and avoid aggressive behavior, even in very difficult situations.
Major Responsibilities:
Balancing technician schedule efficiency and productivity gave customer expected arrival times
Ensuring customer appointment times are me
Reprioritization of jobs as required to meet customer commitments
Providing timely customer notification on appointment changes or delays
Strategic planning of schedule concerning technician skill set, training, and time off
Problem-solving of scheduling exceptions brought forth such as sooner requests, pending requests, and escalated customer inquiries
Providing of daily communication between technicians, customers, management, and other ADT support centers through various communication channels
Dispatch of technicians to emergency customer requests after hours and facilitation of technician timely response
Various administrative duties such as on-time arrival tracking, in order to best support local branches and promote an increased level of customer satisfaction.
Skills:
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.
Major Responsibilities: Indianapolis, Indiana
Balancing technician schedule efficiency and productivity gave customers expected arrival times
Ensuring customer appointment times are me
Reprioritization of jobs as required to meet customer commitments
Providing timely customer notification on appointment changes or delays
Strategic planning of schedule concerning technician skill set, training and time off
Problem-solving of scheduling exceptions brought forth such as sooner requests, pending requests, and escalated customer inquiries
Providing of daily communication between technicians, customers, management and other ADT support centers through various communication channels
Dispatch of technicians to emergency customer requests after hours and facilitation of technician timely response
Various administrative duties such as on-time arrival tracking, in order to best support local branches and promote an increased level of customer satisfaction.
Skills:
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.
Major Responsibilities: Jacksonville, Florida
Balancing technician schedule efficiency and productivity gave customers expected arrival times
Ensuring customer appointment times are me
Reprioritization of jobs as required to meet customer commitments
Providing timely customer notification on appointment changes or delays
Strategic planning of schedule concerning technician skill set, training and time off
Problem-solving of scheduling exceptions brought forth such as sooner requests, pending requests, and escalated customer inquiries
Providing of daily communication between technicians, customers, management, and other ADT support centers through various communication channels
Dispatch of technicians to emergency customer requests after hours and facilitation of technician timely response
Various administrative duties such as on-time arrival tracking, in order to best support local branches and promote an increased level of customer satisfaction.
Skills:
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.
Aurora, Colorado
Position Summary:
The Operations Support Scheduling Dispatcher (ADT uses the job title of ‘Productivity Specialist’) is responsible for the coordination of field technicians’ daily schedules. 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 areas through both pieces of 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.
Major Responsibilities:
Balancing technician schedule efficiency and productivity gave customer expected arrival times
Ensuring customer appointment times are me
Reprioritization of jobs as required to meet customer commitments
Providing timely customer notification on appointment changes or delays
Strategic planning of schedule concerning technician skill set, training, and time off
Problem-solving of scheduling exceptions brought forth such as sooner requests, pending requests, and escalated customer inquiries
Providing of daily communication between technicians, customers, management and other ADT support centers through various communication channels
Dispatch of technicians to emergency customer requests after hours and facilitation of technician timely response
Various administrative duties such as on-time arrival tracking, in order to best support local branches and promote an increased level of customer satisfaction.
Wichita, KansasJacksonville, FloridaIrving, TexasIndianapolis, IndianaRochester, New YorkKnoxville, Tennessee
Our Outbound team is focused on providing an outstanding ADT customer experience. We do this by listening to the voice of the customer and understanding how ADT solutions can enhance their lifestyle. Outbound agents are empowered to offer solutions, resolve issues and improve customer satisfaction.
A day in the life of an Outbound Agent looks like this:
Identifying at-risk accounts and making outbound calls.
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.
Some of the opportunities you will experience as an Outbound agent are:
Pay for performance
Coaching and development
Being a valued team member who is empowered to be a change agent
Our department is closed on weekends, allowing our employees to receive every weekend off, no matter the shift.
You’re a great match for us if you are:
Focused on providing exceptional customer service and creating customers for life
A great listener who can problem-solve while focusing on retaining customers
Reliable, motivated, and have a positive attitude
Determined and have strong negotiation skills
Competitive – we work as a team but pay for performance!
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:
PC, no Mac or Chromebook
At least 5mbps broadband internet connection with the ability to hardwire via ethernet from your cable modem to your PC
Windows 7 or higher
If you do not meet these requirements, you will be able to train in the center and does not disqualify you from the position.
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 mus.
Irving, Texas
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./
Langhorne, Pennsylvania
Duties And Responsibilities:
Make outbound calls to collect past due balances
Complete assigned work lists daily
Handle inbound calls and properly manage payment arrangements
Proactively probe customers for details that help to resolve delinquency concerns
Process basic data changes and updates to customer accounts accurately and thoroughly
Meet performance goals to reduce churn and increase customer experience
Be respectful to everyone
Be dependable and punctual
Be competent, willing to learn new skills and grow within the organization
Required Skills and Experience:
This position reports into a department manager responsible for customer attrition. The required skills and experience are as follows:
Promote a positive and cheerful attitude to teammates and customers
Ability to apply basic math skills to set up payment plans
Ability to communicate clearly and articulate your thoughts
Ability to multi-task while keeping the customer engaged
Ability to make decisions independently
Ability to proactively solve problems
Ability to diffuse escalated conversations
Ability to read and interpret documents
Basic understanding of home automation, alarm systems and how the phone and internetwork together
Prior accounts receivables or collections experience a plus, but not required
Prior Customer Service &/ or Call Center experience required.
Langhorne, Pennsylvania
Position Summary:
Call center positions begin at Customer Service or Technical Support, and can move rapidly through our Career Path Program based on individual competencies, performance and ability to learn new skills. 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.
***This position can be located out of any ADT site in the US or fully-remote***
Position Summary:
To collect and retain ADT customers, through strategic and practical design, setup and use of the process, technology, people and analytics, to drive down receivables and non-pay disconnects.
Position Responsibilities:
Business
Provide leadership in support of fundamental business outcomes – Accounts past due 30+, Accounts past due 90+, Install A/R $, and Non pay disconnects.
Joint cross-functional support of overall business outcome – Accounts receivable $, DSO.
Process:
Create and sustain processes to drive the above metrics across all business lines through oversight of the process excellence team to ensure end to end processes are purposeful, support the above business outcomes, are monitored and measured.
Oversight of collection supporting processes - Letter cure rates, 1st party agency performance, field collaboration.
Close collaboration with reporting team to use the right set of operational data and metrics to drive results, be able to define, understand, self-serve the metrics in the reporting system (COPA-net).
Close collaboration with data analytics team to choose the right channel (email, text, phone, letter), right offers for non-pay retention, right treatment approach.
Collections technology:
Understand and manage contact tools and strategies to improve dial rate, penetration rate, connect rate, contact rate and cure rate.
Partner with work force management team to allocate collection resources, provide team manager floor coverage, ensure proper team manager to collector ratios and maintain low inbound abandon rates.
People:
Direct management of 8-10 team managers who oversee a collections team of 150+ collectors.
Inspirational people leadership to translate the business outcomes to manageable actions for the front line and team managers, and complete ownership of setting goals and measuring performance to goals.
Close collaboration with recruiting, HR, finance, and leadership to effectively hire, develop and retain quality talent.
Partner with training teams to ensure training curriculum content and delivery is best in class.
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. A day in the life of a Bilingual Customer Service and Monitoring Agent can look like:
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.
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'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 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.
Major Responsibilities:
Balancing technician schedule efficiency and productivity given customer expected arrival times
Ensuring customer appointment times are me
Reprioritization of jobs as required to meet customer commitments
Providing timely customer notification on appointment changes or delays
Strategic planning of schedule concerning technician skill set, training and time off
Problem-solving of scheduling exceptions brought forth such as sooner requests, pending requests, and escalated customer inquiries
Providing of daily communication between technicians, customers, management and other ADT support centers through various communication channels
Dispatch of technicians to emergency customer requests after hours and facilitation of technician timely response
Various administrative duties such as on-time arrival tracking, in order to best support local branches and promote an increased level of customer satisfaction.
Compensation: The pay range for this role is $13.89 - $23.13 hourly and is based on experience and qualifications. Benefits:
Medical, dental, and vision insurance
Paid time off
401(k) plan with company matching contribution
Supplemental voluntary benefits
Tuition reimbursement
Employee referral program
Employee discount program
Skills:
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.
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