Inbound Monitoring Representative

Responsibilities

• 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 1:1 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 for hybrid work
• High speed internet with DSL, Cable or Fiber service
• Ability to hardwire via ethernet from cable modem to PC
• Minimum internet speeds of 25 Mbps download and 15 Mbps upload for hybrid work

Demonstrates strong customer service skills and technical aptitude to effectively manage alarm events and provide solutions. Capable of prioritizing tasks and maintaining communication with customers and authorities in a fast-paced environment.

• Customer Service Experience
• Technical Aptitude
• Problem Solving Skills
• Ability To Prioritize
• Licensed In Multiple States

• Alarm Handling Procedures
• Technical Support
• Troubleshooting Devices
• Documenting Procedures

• Communication Skills
• Coaching Participation
• Team Collaboration

• High School Diploma Or Equivalent

• ADT Systems
• Life-Safety Systems
• Alarm Events
• Customer Lifestyle Solutions

• High Speed Internet
• DSL
• Cable
• Fiber Service
• Ethernet Connection