The Specialized Inbound agent is skilled to handle multiple facets of three different work groups including parts centralization, guard dispatch and sub dealer PS. These agents will be cross trained on all aspects of our business and be able to execute any task without flaw.
Duties and Responsibilities:
Ability to take incoming calls and/or making outbound calls accurately, promptly and professionally, providing the maximum amount of essential information in a minimum amount of time.
Monitor Mastermind buffer for all aspects of Specialized Inbound.
Determine appropriate action for new guard work orders (contacting third-party Guard Company, close out work order, etc.)
Review the system status and event history, clear the guard/patrol from site, document actions taken, and comment the invoice parameter per requirements
Call the customer and/or Police as needed (actual break in/someone found on property)
Serve as an information resource for internal and external customers.
Coordinate guard related responsibilities.
Parts Drop Ship Centralization
Receiving call from service technician
Rescheduling work order with technician and customer
Creating drop ship ID in Oracle with customer’s premise information
Ordering part(s) in Oracle
Tracking part and receiving to technician’s sub inventory once delivered
Working with PS/SSO/Distribution Center on escalations
Dealer Account Handling
Responsible for scheduling both ADT technician and sub contract electrician for all PULSE vendors meets.
Responsible for assigning work to dealers.
Ensure contractual agreements and ADT scheduling windows are honored.
Knowledge of specialized based programs and specific SOP pertaining to pilot/projects.
Follow OSC and Special Operations policy and procedures required per specified SOP.
Accurately and quickly utilize computer-based systems as necessary.
Participates & succeeds in job-related training sessions and seminars as required.
Attend required staff meetings.
Exhibits conduct in accordance with all expectations of any and all policies and procedures pertaining to employment.
Assist with installation job Linking
Maintains prompt and regular attendance.
Subject to mandatory overtime and/or holiday scheduling as business dictates.
Performs additional related work as required based upon business needs including but not limited to: Administration work, Project/Pilot work, Special Operations Inbound queues, customer queues etc.
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