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Monitoring Rep FL
ADT
Longwood, FL
Full-Time
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Company Overview:
At ADT, we’ve been in the business of helping save lives for more than 145 years. As the number one smart home security provider serving residential and business customers, our people are our most important asset. Headquartered in Boca Raton, FL and at more than 200 locations across North America, our employees help empower our customers to live more secure and confident lives. Join our team and help us protect what matters most. For more information, visit www.adt.com or follow us on Twitter, LinkedIn, Facebook and Instagram.
Position Summary:
Answers, responds to, and follows up regarding alarm activity by performing some or all of the following duties:
Essential Duties And Responsibilities include the following. To perform this job successfully, the Monitoring Representative II may be expected to perform some or all of the duties listed, and other duties as assigned.
- Verifies and dispatches on emergency signals.
- Receives and processes inbound calls from customers regarding canceling alarms.
- Receives and processes inbound calls from agencies requesting information regarding emergency incidents.
- Notifies customers on non-emergency signals.
- Notifies responders on emergency signals after dispatch.
- Processes basic data changes to customer’s accounts.
- Answers incoming calls.
- Operator must be licensed to work in all States mandating requirements.
- Must be proficient in the verification and dispatching of alarms to police/fire agencies; must know the different types if signals and the SOP’s for each signal.
- Operator must be able to work without direct supervision, except for ambiguous situations that arise.
- Must keep abreast of the organization goals and how their work directly affects them.
- Must be able to meet productivity standards that apply to a Level II Operator.
- Must meet higher quality standards set for them (90% or better average on Q/A).
- Will know and be able to handle signals from three locations/areas and TTY stations.
- Operator will have thorough knowledge of two-way alarms and how to access, disconnect and handle signals.
- Has basic knowledge and understanding about VIP accounts and department.
- Position requires weekend, holiday and shift work and may require mandatory overtime.
Recommended skills
Alarm Devices
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