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About ADT

At ADT, our goal is to ensure peace of mind to our business, residential and home health customers. We take pride in upholding a rewarding work experience for all of our employees. Every member of the team has a commanding knowledge of our products and services. Each person works hard to meet and exceed the needs of our customers. Ready to become an Everyday Hero and make a difference by helping others protect what matters most to them?

Bilingual Customer Service Representatives

Apply Later Job ID 1814495 Date posted
Bilingual Customer Service Reps!
ADT Canada is looking for call center agents to help us build the future of security!
Next training date is October 15, 2018!
Must be able to commit to a six week daytime training period (9am to 5pm). 

We are looking for people to work day, evening and night shifts weekdays and weekends


Company Overview:


ADT is a leading provider of security and automation solutions in the United States and Canada for homes and businesses, people on-the-go and their network. Making security more accessible than ever before, and backed by 24/7 customer support, ADT delivers same-day service and live answer within seconds in customer operations, helping customers feel more safe and empowered. ADT is headquartered in Boca Raton, Florida and employs more than 18,000 people throughout North America. More information is available at www.adt.com

Position Summary:

The Customer Care Representative is responsible for all residential, small business, commercial inbound phone calls consisting of technical troubleshooting and testing, account updates and history inquires while focusing on first contact resolution and customer retention.

Duties and Responsibilities:

  • Handle incoming and outgoing calls from customers

  • Identify and resolve basic alarm system technical issues by identifying known causes by using the process of elimination

  • Provide clear and concise technical information to customers

  • Differentiate between product features and functionality in order to resolve customer inquiries

  • Effectively evaluate the need for a service technician to physically resolve the problem and create, schedule and close service jobs

  • Educate and guide the customer through our web tool and educate them on self-serve options

  • Remember and apply various standard operating procedures

  • Support customer billing inquiries as it relates to their invoices, services, pay cycles, payment types, researching disputes, resolving issues and accounts receivables

  • Navigating through various systems and tools

  • Identify, resolve and clarify any billing related issues and provide clear explanations to customers

  • Process customer payments and manage customer billing data as required

  • Identify and notify customers of overdue amounts on their accounts

  • Ensure data entry related to customer requests and internal data and governance guidelines

  • Other duties as assigned


 

Education: 

  • High school degree 

 

Experience:  

  • 1-2 years’ experience 

 

Skills:

  • Bilingual – English and French (depending on location)

  • Ability to work within a team

  • Advanced written and verbal communication skills – English and French

  • Able to clearly communicate technical information 

  • Analytical skills and problem solving

  • Customer service oriented

  • Ability to work in a fast paced and structured environment

  • Ability to multitask

  • Must have key boarding and software knowledge



ADT Security Services Canada provides equal access to employment opportunities for all applicants and employees in accordance with applicable federal and provincial laws, without regard to race, ancestry, place of origin, colour, ethnic origin, citizenship, creed, sex, sexual orientation, age, marital status, family status or disability or any other characteristic protected by provincial or federal law.


ADT Security Services Canada is committed to treating all people in a way that allows them to maintain their dignity and independence. We believe in integration and equal opportunity.  Accommodations are available upon request for all applicants with a disability throughout the recruitment process.  Please contact Human Resources at hrhotline@adt.ca  if you require accommodation.  We will work with all applicants to accommodate their individual accessibility needs. 

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