Inbound Monitoring Representative

ADT is the #1 smart home security provider in the U.S., dedicated to protecting families and businesses since 1874. The Inbound Monitoring Representative will serve as the first point of contact for customers, providing technical support and troubleshooting while ensuring an excellent customer experience.

Responsibilities

• Receiving inbound calls related to recent alarm events
• Providing basic technical support and troubleshooting devices across ADT systems
• Handling incoming alarm calls and placing outgoing calls to verify alarm activity, dispatching the proper authorities, and notifying responsible parties
• Relaying important information about their life-safety system and services, updating customer accounts and responding to inquiries about alarm activity
• Paying attention to detail while documenting alarm handling procedures within the alarm screens
• 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

Skills

• 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

Benefits

• Paid Training.
• ADT provides great, highly competitive pay, paid time off, pet insurance, and other compensation perks (401k + matching, comprehensive medical benefits, etc.).
• We also offer tuition reimbursement for academic pursuits, adoption assistance, volunteer opportunities, childcare and eldercare resources, and much more.
• ADT offers a shift-differential policy that provides employees with supplemental pay on top of their hourly rate during times of higher-than-average customer call volume and when working less-desirable shifts.
• Pathway to promotion. ADT provides the opportunities and skills needed to learn and train so you can explore exciting opportunities across the ADT family that will continue to challenge and empower you.
• We offer employees access to healthcare benefits, a 401(k) plan and company match, short-term and long-term disability coverage, life insurance, wellbeing benefits and paid time off among others.
• Employees accrue up to 120 hours in their first year. Your accrual rate increases after your first year.
• We also offer 6 paid holidays.

Company Overview