Alabama, Arkansas, Florida, Georgia, Idaho, Indiana, Iowa, Kansas, Kentucky, Louisiana, Mississippi, Nebraska, North Dakota, Oklahoma, South Dakota, Texas, and Virginia.
ADT is a purpose-driven company backed by more than 200 offices, 9 monitoring centers, and the largest network of security professionals in the United States. As a leading provider of security, automation, and smart home solutions, ADT helps protect and connect individuals and business customers via professionally installed, do-it-yourself, and digital-based offerings. Innovative partnerships with leading brands and the ADT Go app bring ADT outside the home because everyone deserves to feel safe.
Major Responsibilities:
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 noble purpose and providing customer lifestyle solutions.
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
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 '
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.
Job 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
When you commit to us—we commit to you. Our employees receive a comprehensive, full benefits package that includes:
Paid virtual 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
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 the 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.
Jacksonville, FL Wichita, KS Knoxville, TN Irving, TX
Duties and Responsibilities:
Respond to customer questions, resolve issues within the scope of responsibility, utilize the dispute management system to log and distribute service or other related issues that are causing payment to be withheld, and cannot be resolved in Account Services.
Answer general billing-related questions, resolve billing issues, assist and direct customers billing-related to appropriate.
The area within ADT if the issue is not within the scope of account services.
Meet pre-determined departmental standards for productivity and quality measures.
Initiate outbound calls to correct credit card payment errors, determine appropriate account numbers to post unidentified payments, Update account information, determine if service issues have been addressed.
Participate in internal quality/continuous improvement teams on a rotational basis.
Interface with SSO on billing service-related issues.
other duties as assigned.
Education/Certification:
High school diploma or equivalent.
Experience:
Zero (0) to Two (2) years of Collections experience.
Skills:
Basic typing ability, ability to multi-task, basic math skills, problem-solving skills, and communication skills.
PC experience and/or the ability to learn basic functions.
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.
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.
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
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
Qualifications – External We’re looking for someone with results they are proud of like:
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
Major Responsibilities
We have an exceptional career opportunity for a Custom Home Services Agent on the Custom Home Services team
As a Custom Home Services Agent, you provide the highest level of customer care and expertise. You extend the expert and concierge service level of ADT Custom Homes by being the one-stop resolution, allowing customers to know ADT is committed to helping protect what matters most to them.
We will rely on you to help resolve customer issues through creative problem-solving, advanced customer service skills, technical expertise, creativity, and passion for helping to meet their unique needs.
A day in the life of a Custom Homes Agent can look like this:
Answering incoming and placing outbound calls to existing customers to help answer technical assistance questions and provide solutions. Troubleshooting ADT products and services and enhancing the customer experience through excellent communication of complex situations and solutions. Providing an outstanding, personalized experience through handling correspondence, conducting welcome and anniversary calls, understanding each Custom Homes account needs, and going above and beyond to provide a high level of customer experience. Supporting programs and initiatives requiring detailed and sophisticated knowledge of ADT accounts and services. 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.
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 10 Mbps broadband internet connection with the ability to hardwire via ethernet from cable modem to your PC
Windows 10
If you do not meet these requirements, you will be able to train in the center and does not disqualify you from the position.
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
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
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.
Qualifications – External 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
Essential Duties and Responsibilities
Execute company procedures and systems to maximize operating efficiency and system controls as it relates to the Commercial Real Estate vertical.
Engage sales representatives to bid services to CRE clientele.
Assist with coordination of site surveys.
Plan and coordinate special projects as assigned. Duties may include establishing and implementing processes, compiling reports, mass data manipulation, and provide feedback on problems and results.
Assist with onboarding of new Commercial Real Estate clients and extensive datamining.
Assist with the oversight of Certificate of Insurance request from clients
Work with ADTC offices to provide support to ensure the speedy and accurate completion of all proposal requests.
Responsible for working with corporate & providing necessary documentation as requested.
Check completed work for errors or duplicate information, obtain further information for incomplete documents before submittal or completion of final product/proposals
Contributes to team effort by accomplishing related results as needed
Complete monthly reports as requested
Other duties as assigned
Compensation: The pay range for this role is $14.42 – $19.23 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
Minimum Qualifications:
High School Diploma or General Education Degree (GED)
1-3 years of experience performing administrative duties required within a sales or service industry and working knowledge of computer-based ERP systems preferred
Proficient in Microsoft Office (Outlook, Word, Excel & PowerPoint)
Experience with smartsheet and salesforce
Experience/Requirements
Must possess good decision making skills, be very organized and detail oriented.
Must have excellent oral and written communication.
Ability to use discretion. Problem Solving and ability to escalate matters when needed.
Data analysis and interpretation skills.
Speed and accuracy with attention to detail.
Time management skills and ability to work independently
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