Remote Customer Service Representative

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.

Now hiring in the following states: Alabama, Arizona, Arkansas, Delaware, Florida, Georgia, Idaho, Indiana, Iowa, Kansas, Kentucky, Louisiana, Mississippi, Missouri, Nebraska, New Hampshire, North Carolina, North Dakota, Ohio, Oklahoma, South Carolina, South Dakota, Tennessee, Texas, Utah, Virginia, Wisconsin, and Wyoming.

Position Summary:

Responsible for inbound call traffic into Field & Operations Support Center(s) from both internal and external customers. Provide scheduling support and resolutions to internal workgroups (Customer Care, Account Management, National Sales Centers etc.). Handles all customer scheduling inbound related calls to include appointment reschedules, appointment confirmations, and general appointment inquiries. Handles customer scheduling concerns by providing customer world class customer service and meeting customer scheduling expectations. Act as a liaison for the customer in meeting specific schedule needs by contacting FOSC Productivity Specialists/Universal agents or Advanced Customer Inbound workgroup. Role is scheduled to start 10.12.26.

Major Responsibilities:

• You will work in a dynamic, collaborative environment, working closely with customers and coworkers.
• Receives approx. 100-150 inbound calls from internal and external customers daily
• Handles all calls with "one call" resolution with minimal transfers to resolve customer request
• Make the necessary and appropriate decision to dispatch a technician when on-site service is required.
• Successfully navigate through complex scenarios to achieve customer satisfaction and prevent escalation, by effectively utilizing customer service skills.
• Effectively utilize customer service skills and the ability to multi-task.
• Resolve customer inquiries related to SMS Text appointment confirmations and/or confirm site readiness as needed.

Knowledge, Skills, and Abilities Required:

• Superb customer service skills
• High School diploma or GED
• Ability to type at least 45 wpm
• Strong problem-solving and decision-making ability
• Strong multi-tasking ability
• Strong written and verbal communication skills
• Proficient with prioritizing decisions based upon multiple criteria and identifiable standards of policies and procedures.
• Proficient with aspects of Microsoft Office
• General technical knowledge

Pay and Benefits Disclosure:

• The starting hourly rate for this position is $17.00 per hour and will reach $19.00 per hour after 180 days of employment. (You will receive incremental increases every 30 days until the rate of $19.00 is reached).
• 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.

Anticipated application close date is 9.11.26. The role is scheduled to start 10.12.26.

In the event a position is commission-based, compensation is solely based on the individual's sales volume. This applies only to commission roles.

Los Angeles Applicants: Qualified applications with arrest or conviction records will be considered for employment in accordance with the Los Angeles County Fair Chance Ordinance for Employers and the California Fair Chance Act.

Philadelphia Applicants: Background checks will be conducted during the employment process. Any information will be reviewed through an individualized assessment in accordance with the Philadelphia Fair Criminal Record Screening Standards Ordinance.

ADT is an Equal Employment Opportunity (EEO) Employer. We celebrate diversity and are committed to building an inclusive team that represents a variety of backgrounds, perspectives, and skills. ADT strives to ensure every employee and applicant feels valued. Visit us at jobs.adt.com/diversity to learn more.