Alabama, Arkansas, Florida, Georgia, Idaho, Indiana, Iowa, Kansas, Kentucky, Louisiana, Mississippi, Nebraska, North Dakota, Oklahoma, South Dakota, Texas, and Virginia, Irving, Knoxville, and Jacksonville. sign-on bonus is $500
The salary for this role is $16.59 – $22.12 hourly and is based on experience and qualification Some salary positions up to -$69,410
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.
ADT is Continuing To Grow! Customer Service Monitoring Reps Today! $500 Sign-On Bonus!
A day in the life of a Customer Service Monitoring Representative can look like this:
Handling call-back 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 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 A minimum
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.
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'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
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
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.
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
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.
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 must be licensed to work in all States mandating requirements.
Must be proficient in the verification and dispatching of alarms to police/fire agencies
Must know the different types if signals and the SOP’s for each signal.
The operator will work under close supervision during the first 30 days.
Must keep abreast of the organization's goals and positions held.
Must be able to meet minimum productivity standards set.
Must keep abreast of both company and central station policies.
Must meet minimum quality standards set for them.
Position requires weekend, holiday and shift work and may require mandatory overtime.
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 a 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).
Position Summary: The Commercial Retention Specialist is responsible for retaining existing commercial customers by resolving outstanding issues and re-establishing value as an ADT Commercial customer.
Position Responsibilities:
Answer incoming commercial customer cancel phone calls and emails
De-escalate and resolve escalated customer issues by applying empathy, listening, and probing to get to the root cause of customer concern in efforts to retain commercial customers.
Communicate and partner with branch offices to resolve account issues and successfully reduce escalations and customer attrition.
Maintain a professional, calm, and pleasant voice image at all times when communicating with customers.
Must possess good decision-making skills, be very organized and detail-oriented.
Interpret and decipher contract terms in an effort to renegotiate commercial customer contracts utilizing SOA and sound business decisions.
Provide accurate and timely follow-through on all customer inquiries or correspondence requiring research.
Provide advanced support for immediate resolutions regarding billing, account review, account updates, and adjustments.
Efficiently and accurately enter and maintain all customer account data and activity in appropriate systems.
Ensure pending actions are worked accurately and efficiently with timely follow-up with customers.
Write correspondence to customers as necessary.
Maintain schedule adherence for shift start, breaks, and lunches.
Special projects as determined by management.
Compensation:
The pay range for this role is $16.59 – $22.12 hourly and is based on experience and qualifications.
The pay range for this role is $44,770 – $69,410
Knowledge:
Knowledge of and proficiency in using Computer and Microsoft Office applications (Word, Excel, Access, Outlook), and Internet, Mastermind, Sales Central, Lawson.
Knowledge of Company policies, procedures, guidelines, and practices.
Skills:
Must have leadership skills to direct labor resources including Level I, II, and III installers and subcontractors.
Must have organizational skills to take a project from the design stage and see it through to completion.
Excellent time management, planning, and forward-thinking skills.
Self-motivated and a professional attitude.
Excellent communication, listening, and presentation skills.
Excellent teambuilding, customer service, and interpersonal skills.
Must possess good decision-making skills, be very organized and detail-oriented.
Abilities:
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 calculate figures and amounts such as discounts, interest, commissions, proportions, percentages, area, circumference, and volume.
Ability to apply concepts of basic algebra.
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 comprehend simple instructions, short correspondence, and memos.
Ability to write simple correspondence.
Ability to effectively present information in one-on-one and small group situations to customers, clients, and other employees of the organization.
Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals.
Ability to compute rate, ratio, and percent and to draw and interpret bar graphs.
Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form.
Must have organizational ability to manage multiple projects.
Position Summary: This position is Remotely resolving commercial service tickets by troubleshooting, programming, or working directly with the customer. Working with the branches and National Account Centers to decrease the ADT Commercial service job backlog and improve field operation and customer experience, which includes but is not limited to, burglar, CCTV and access control solutions.
, The approach will be receiving opportunities directly from support teams and branches. These are possible opportunities where the agent can resolve remotely saving labor and overhead costs while also drastically decreasing the amount of time from customer request submittal to resolution. There is also a need to actively engage assigned branches directly to identify opportunities. Field branch engagement also creates training opportunities to enhance installation success rates and customer and field experience. A deep understanding in current and future solutions in burg, fire, CCTV, and access control is required as knowledge and experience is crucial in successfully resolving these opportunities.
Duties and Responsibilities
Troubleshoot and make programming adjustments to resolve malfunctioning security solutions.
Work with branch service personnel on vetting, completing, and reporting of service ticket reduction success
Review and analyze customer SOPs to ensure programming continuity.
Review and report trends of ADT Commercial service backlog.
Minimum Education and Experience
High School or vocational training
2 years of Technical Support experience
Preferred Education and Experience Requirements
College degree
Network+
3+ years of commercial security support or installation job experience
United States, Indiana, Statewide; United States, Texas, Statewide; United States, Missouri, Statewide; United States, Georgia, Statewide; United States, Utah, Statewide; United States, Idaho, Statewide; United States, Tennessee, Statewide; United States, Nebraska, Statewide; United States, Kansas, Statewide
Competitive Compensation & Benefits:
Medical, Dental and Vision plans – generous company contribution
Hourly base plus commissions; opportunity for overtime
Immediate enrollment in 401(k) Plan – dollar-for-dollar company match up to 5%
Paid holidays and vacation
Generous Tuition Reimbursement Plan
Commissions paid monthly
Multiple advancement opportunities are available
Full time and part-time positions are available
Afternoon/evening schedules
Essential Functions:
Ability to follow and adhere to Standard Operating Procedures (SOP)
Adhere to company compliance rules
Make outbound calls to potential customers
Critical thinking skills required for customer objections
Attentiveness to the process to ensure appropriate disposition/transfer process is followed
Ability to switch gears
Maintain the privacy of confidential customer information
Maintain targeted performance metrics.
Education/Certification:
High school diploma or GED required.
Experience:
Call Center experience involving communicating with customers over the phone preferred
Must complete and pass a pre-employment drug/background check.
Skills and Abilities:
Independent worker with experience in a commission-based environment
Self-starter and motivated by personal goal achievement
Open and effective communication required for remote working conditions
Strict adherence to team agendas, policies and guidelines
Active listening skills.
Remote Customer Service Emergency Manasquan, NJ
Position Summary: Answers, responds to, and follows up regarding alarm activity by performing some or all of the following duties: 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 must be licensed to work in all States mandating requirements.
Must be proficient in the verification and dispatching of alarms to police/fire agencies
Must know the different types if signals and the SOP’s for each signal.
Operator will work under close supervision during the first 30 days.
Must keep abreast of the organization goals and positions held.
Must be able to meet minimum productivity standards set.
Must keep abreast of both company and central station policies.
Must meet minimum quality standards set for them.
Position requires weekend, holiday and shift work and may require mandatory overtime.
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 a 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).
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