Customer Service Dispatcher

Company Overview: 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 customer 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. #WeAreADT

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Company Overview: 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 customer 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. #WeAreADT

Check out more about life at ADT here.

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.
• 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 Internet.
• Knowledge of Company policies, procedures, guidelines, and practices.
• Basic knowledge and understanding about VIP accounts and department.

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 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).
• Abilities:
• Ability to work overtime as requested by management.
• 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,…