Experienced Remote Customer Service/Call Center Representative - Alarm Monitoring and Dispatch at ADT

Join the ADT Team: Where Purpose Meets Paycheck

ADT has been a leader in helping save lives since 1874. As the #1 smart home security provider in the U.S., we protect and connect families, businesses, and larger commercial customers every day. Our mission is clear: we help save lives for a living. If you're looking for a career where you can make a real impact, join our team today and put purpose behind your paycheck.

About Life at ADT

At ADT, we're committed to innovation, advanced technology, and strategic partnerships. We deliver products and services that help protect life and valuables, whether at home, in your business, or on the go. Our company culture values diversity, inclusion, and employee growth. Check out more about life at ADT here.

Job Summary

We're seeking an experienced Remote Customer Service/Call Center Representative to join our team as a Monitoring Representative I. In this role, you'll be responsible for answering, responding to, and following up on alarm activity. This is a remote position, but you'll be required to attend classroom and on-the-job training at our facility in Manasquan, NJ.

Key Responsibilities

• Verify, respond to, and dispatch emergency signals to police/fire agencies
• Answer incoming calls and respond to customer inquiries
• Operate in accordance with Standard Operating Procedures (SOPs) for alarm verification and dispatching
• Work under close supervision during the first 30 days
• Meet minimum productivity standards and quality metrics
• Notify customers of non-emergency signals and responders on emergency signals
• Process basic data changes to customer accounts
• Handle signals from one location/area and TTY stations
• Work weekends, holidays, and shifts, including mandatory overtime

Essential Qualifications

• High School Diploma or General Education Degree (GED)
• One to three months of related experience or training/certification preferred
• Licensure to work in all states with mandatory requirements
• Proficiency in alarm verification and dispatching to police/fire agencies
• Knowledge of computer systems, Microsoft Office applications, and internet

Preferred Qualifications

• Previous experience in customer service or call center environment
• Familiarity with security industry and alarm systems
• Excellent communication and interpersonal skills
• Ability to work in a fast-paced, dynamic environment

Skills and Competencies

• Self-motivated and professional attitude
• Excellent communication and listening skills
• Strong teambuilding, customer service, and interpersonal skills
• Good decision-making skills, organized, and detail-oriented
• Proficient with personal computer, keyboard, fax machine, copy machine, and telephone

Abilities

• Ability to work overtime as requested by management
• Use discretion and problem analysis
• Work effectively with others and as part of a dynamic team
• Make key contributions to the growth of the business
• Respond to common inquiries or complaints from customers, regulatory agencies, or members of the business community
• Effectively present information to top management, public groups, and/or boards of directors
• Solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists

Physical Demands

• Occasionally required to stand, walk, sit, twist, use hands to handle, push, pull or feel, reach with hands and arms, climb or balance, stoop, kneel, crouch, or crawl
• Regularly lift and/or move up to 10 pounds and occasionally lift and/or move up to 25 pounds
• Specific vision abilities required include close vision, distance vision, color vision, and ability to adjust focus
• Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions

Work Environment

• Remote work arrangement with occasional on-site training and meetings
• Normal office environment with moderate noise level
• Occasional exposure to risk of electrical shock

Career Growth Opportunities and Learning Benefits

At ADT, we're committed to employee growth and development. You'll have access to:

• Comprehensive training programs
• Career advancement opportunities
• Professional development and mentorship
• Competitive compensation and benefits package

Compensation, Perks, and Benefits

We offer a competitive compensation package, including:

• $17.49 per hour
• Access to healthcare benefits
• 401(k) plan with company match
• Short-term and long-term disability coverage
• Life insurance
• Wellbeing benefits
• Paid time off (up to 120 hours in the first year)
• 6 paid holidays

Why Join ADT?

At ADT, we celebrate diversity and are committed to building an inclusive team that represents a variety of backgrounds, perspectives, and skills. We strive to ensure every employee and applicant feels valued. Learn more about our diversity and inclusion initiatives.

How to Apply

If you're passionate about making a difference and want to join a team that shares your values, apply now for this exciting opportunity! Visit our careers website to submit your application.

Don't miss this chance to put purpose behind your paycheck and join the ADT team! Apply today!