Home Health Alarm Monitoring Agent (Job 3014183)

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:

ADT Health Team Members are responsible for responding to all ADT Health Department Alarm, Outbound and Inbound Call activities. Team Members play a dual role via swivel chair, monitoring and dispatching proper authorities for companion alarms and contacting appropriate responsible parties as well as answering all inbound calls.

Due to licensing requirements, you must be located within a 2 hour radius from one of our contact center locations:

• 8880 Esters Blvd Irving, TX 75063
• 4926 Kernan Blvd S Jacksonville, FL 32246
• 800 East Waterman Wichita, KS 67202
• 10620 Kemp Fain Ln Knoxville, TN 37932

Responsibilities:

• Respond to incoming alarm signals from customers which allow elderly, home-bound disabled customers access to emergency medical service/PD when needed.
• Verify the customer’s need for emergency assistance and when necessary, arrange for the dispatch of Paramedics / EMS/ PD services.
• Handle all incoming phone calls from customers and technicians. Inbound calls can relate to Troubleshooting, Account Management, Billing concerns as well as de-escalation.
• Troubleshoot customer’s unit problems to include phone line problems, power problems, phone splitter connection, and RF issues in customers’ home.
• Ability to use 3-4 programs during one customer interaction while handling volume.
• Create actions or send emails for customer follow up.
• Ability to critically think based on each scenario, use resources, and have strong comprehensive skills since this role has a lot of grays. Must be willing to ask for help when needed.
• As appropriate, inform contact personnel designated by the customer.
• Provide follow-up on all incidents requiring the dispatch of proper authorities.
• As needed, take appropriate action on non-emergency signals, example power company, taxi, and pharmacy.
• Perform various data entry, discontinue service, or make changes in customer specific information.
• Perform other duties as assigned by Team Manager, Team Lead, or Unit Manager.

Education/Certification:

• High school diploma or equivalent, is required.

Knowledge, Skills, and Abilities:

• Desire and ability to provide excellent customer service for Senior Citizens and/or disabled customers
• Excellent communication skills
• Ability to maintain performance during high stress emergency situations
• Ability to assess a situation, make sound judgments, and execute solutions in a timely manner
• Meeting or exceeded performance expectations and currently in good standing with ADT
• Able to type at least 35 wpm
• Proficiency with MMB, MMMe, Google Maps, Chrome
• Strong organizational skills
• Strong ability to multitask
• Designated place to work from home in a private space.
• High speed internet with the ability to hardwire via ethernet from cable modem to your PC. A minimum of 25mbps download and 15mbps upload.

Pay and Benefits Disclosure: The pay range for this role is $18.25 – $23.13 an hour and is based on experience and qualifications. 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.