Responsible for all commercial inbound phone calls consisting of false alarm call backs, placing accounts on test, technical assistance, RP callbacks, assisting customer with inquiries on alarm handling, updating of account information and clarification of alarm handling instructions.
Major Responsibilities:
- Receives customer inbound phone calls for false alarm call backs, placing alarm on test, RP call back, police department requests for RP or updating of their findings.
- Troubleshoot customer technical alarm issues effectively and completely over the phone.
- Assists customer with questions and issues.
- Make the necessary and appropriate decision to dispatch an authorized service provider when on-site service is required.
- Determine the approximate cost of the service call and secure the proper authorization from customer prior to scheduling service appointments.
- Effectively utilize both customer service skills as well as technical abilities to satisfy our customers’ equipment needs.
- Provides quality service to increase customer satisfaction.
- Maintain individual performance relative to inbound phone answer rates and customer satisfaction.
- Other duties as assigned.
Requirements:
Physical Requirements:
- Ability to sit continuously for long periods of time.
- Frequent reaching.
- Ability to continuously and repetitively operate a computer keyboard (data entry) and multiple line telephone simultaneously with high degree of accuracy.
- Ability to continuously read a computer screen.
- Ability to continuously wear an over-head or over-ear headset.
- Ability to communicate effectively on the phone requiring continuous speaking and listening.
Skill and Background Requirements:
- Excellent communication and customer service skills.
- Able to type 35 words per minute.
- Able to communicate concisely and clearly.
- Able to handle negative or irate customers and give feedback calmly without reacting emotionally or negatively.
- Able to work independently with little or no direction from team manager.
- Able to maintain high degree of accuracy.
- Able to shift priorities quickly.
- Able to perform two cognitive tasks simultaneously.
- Qualified candidates are required to have a High School diploma or GED, and be 18 yrs. or older.
- Able to pass background check and meet state security licensing requirements.
- Customer service or call center experience, along with a stable work history, is preferred.
- Availability to work weekends is a must.
- Available to work 2nd or 3rd shift.
SUMMARY OF BENEFITS:
- Medical, Dental, Prescription, Life and Long-Term Care Insurance Plans after 30 days
- Generous 401(k) company contribution & Stock Purchase Plan after 30 days
- Vacation & Holiday Pay
- Tuition Reimbursement (up to $7,500.00 p/yr) and Computer Purchase Program after 6 months
- ADT Alarm discounts
ADT Security Services, Inc. is an equal opportunity employer e/o/e m/f/d/v
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