Inbound Monitoring Representative

• Serve as customers’ first point of contact and provide an excellent customer experience
• Receive inbound calls related to recent alarm events
• Provide basic technical support and troubleshoot devices across ADT systems
• Handle incoming alarm calls and place outgoing calls to verify alarm activity
• Dispatch proper authorities and notify responsible parties
• Relay information about life-safety systems and services
• Update customer accounts and respond to alarm activity inquiries
• Document alarm handling procedures within alarm screens
• Help customers understand ADT’s noble purpose and provide customer lifestyle solutions
• Participate in coaching, team meetings, and one-on-one development time

• High school diploma or equivalent required
• Minimum of one (1) year of customer service experience required
• Technical aptitude
• Problem-solving skills
• Ability to prioritize multiple items at once
• Ability to be licensed in multiple states
• Designated place to work from home once approved for hybrid work
• High-speed DSL, cable, or fiber internet with ethernet hardwire capability once approved for hybrid work
• At least 25 Mbps download and 15 Mbps upload internet speed once approved for hybrid work

Demonstrates strong customer service skills with a focus on providing excellent customer experiences and technical support for alarm systems. Capable of problem-solving and prioritizing tasks effectively while maintaining communication with customers and authorities.

• Customer Service Experience
• Technical Aptitude
• Problem-Solving Skills
• Ability to Prioritize
• Alarm System Troubleshooting

• Excellent Communication
• Team Collaboration

• Ability to Be Licensed in Multiple States

• Life-Safety Systems
• Alarm Handling Procedures
• Customer Lifestyle Solutions

• Alarm Systems
• High-Speed Internet