Inbound Monitoring Representative (Job 3014975)

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.

As our customers’ first point of contact, you will be the friendly voice of ADT, providing an excellent customer experience by troubleshooting their problems and providing technical support. We will rely on you to listen to our customers and use your deductive reasoning skills, technical expertise, creativity and passion for helping to meet their needs – and remind them that behind our great products is a focus on the customer experience with accountable and collaborative team members ready to help them.

Training is onsite Monday through Friday.

***After training, this role requires a Hybrid schedule of 2 days remote and travel 3 days to work from our office located at 10620 Kemp Fair Ln, Knoxville, TN 37932***

A day in the life of a Customer Service Inbound Monitoring Representative can look like:

• Receiving inbound calls related to recent alarm events.
• Providing basic technical support and troubleshooting devices across ADT systems.
• Handling incoming alarm calls and placing outgoing calls to verify alarm activity, dispatching the proper authorities, and notifying responsible parties.
• Relaying important information about their life-safety system and services, updating customer accounts and responding to inquiries about alarm activity.
• Paying attention to detail while documenting alarm handling procedures within the alarm screens.
• Helping customers understand the ADT noble purpose and providing customer lifestyle solutions.
• Coaching, team meetings or 1:1 development time to grow and develop your career at ADT.

What’s in it for you?

• You play an important role in saving lives for a living
• ADT will provide all necessary equipment and resources to allow you to be successful in your roles, which includes paid on the job training
• ADT provides great, highly competitive pay, paid time off, pet insurance, and other compensation perks (401k + matching, comprehensive medical benefits, etc.). We also offer tuition reimbursement for academic pursuits, adoption assistance, volunteer opportunities, childcare and eldercare resources, and much more.
• ADT offers a shift-differential policy that provides employees with supplemental pay on top of their hourly rate during times of higher-than-average customer call volume and when working less-desirable shifts.
• Pathway to promotion. ADT provides the opportunities and skills needed to learn and train so you can explore exciting opportunities across the ADT family that will continue to challenge and empower you.

We’re looking for someone with results they are proud of like: 

• High school diploma or equivalent required.
• Minimum of one (1) year of customer service experience required.
• Technical aptitude, problem solving skills and ability to prioritize multiple items at once.

Pay and Benefits Disclosure:

You will receive an hourly pay rate of $18.50 effective on your start date. You will receive an additional $1.50 per hour for being a Hybrid employee. 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. We also offer 6 paid holidays.