Customer Service Representative

ADT Security Services Inc. is currently seeking candidates with prior customer service experience for a full-time opening available in the Caterpillar Command Center.

CUSTOMER SUPPORT/ EMERGENCY DISPATCH OPERATOR

No Sales, No Telemarketing, No Collections!

• This is an entry-level position available in our 24-hour command center. 
• Position is currently available on 2nd shift !  Candidates must be available to work a flexible schedule and work weekend schedules.
• Starting pay for these positions are between $11-12 per hour.  Candidates seeking a position within this pay range need only apply.

Responsible for handling commercial inbound phone calls consisting of false alarm call backs, placing accounts on test, technical assistance, RP callbacks, assisting customer with inquiries on alarm handling, updating of account information and clarification of alarm handling instructions.

Major Responsibilities:

1. Receives customer inbound phone calls for false alarm call backs, placing alarm on test, RP call back, police department requests for RP or updating of their findings.
2. Troubleshoot customer technical alarm issues effectively and completely over the phone.
3. Assists customer with questions and issues.
4. Make the necessary and appropriate decision to dispatch an authorized service provider when on-site service is required.
5. Determine the approximate cost of the service call and secure the proper authorization from customer prior to scheduling service appointments.
6. Effectively utilize both customer service skills as well as technical abilities to satisfy our customers’ equipment needs.
7. Provides quality service to increase customer satisfaction.
8. Maintain individual performance relative to inbound phone answer rates and customer satisfaction.
9. Complete Badging/Slick requirements accurately and in a timely manner.
10. Other duties as assigned.

• Ability to sit continuously for long periods of time.
• Frequent reaching.
• Ability to continuously and repetitively operate a computer keyboard (data entry) and multiple line telephone simultaneously with high degree of accuracy.
• Ability to continuously read a computer screen.
• Ability to communicate effectively on the phone requiring continuous speaking and listening.

Skill and Background Requirements:

• Excellent communication and customer service skills. 
• Able to type 35 words per minute. 
• Able to communicate concisely and clearly. 
• Able to handle negative or irate customers and give feedback calmly without reacting emotionally or negatively. 
• Able to work independently with little or no direction from team manager. 
• Able to maintain high degree of accuracy. 
• Able to shift priorities quickly. 
• Able to perform two cognitive tasks simultaneously. 
• Qualified candidates are required to have a High School diploma or GED, and be 18 yrs. or older.
• Able to pass background check and meet state security licensing requirements.
• Able to pass an Emergency Medical Dispatch course, certified by the National Academy of Emergency Dispatch and be CPR trained.  
• Customer service or call center experience, along with a stable work history, is preferred.
• Availability to work weekends is a must.
• Available to work 2nd shift with the flexibility to cover schedules on other shifts.

SUMMARY OF BENEFITS:

1. Medical, Dental, Prescription, Life and Long-Term Care Insurance Plans after 30 days
2. Generous 401(k) company contribution & Stock Purchase Plan after 30 days
3. Vacation & Holiday Pay 
4. Tuition Reimbursement (up to $7,500.00 p/yr) and Computer Purchase Program after 6 months
5. ADT Alarm discounts

ADT Security Services, Inc. is an equal opportunity employer e/o/e m/f/d/v