Customer Service Monitoring 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 customers 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. 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.

Why Choose ADT?

At ADT, it’s more than a job, it’s a noble purpose that defines us. We are the leading provider of electronic security, interactive home and business automation and monitoring services for residences and small businesses in the United States. Every employee, from our executive leadership team to our support centers, is united under one noble purpose: we help save lives for a living. Join a company of individuals with passion, commitment, drive, and ambition, using and developing our talents for good at work, home, and our communities.

Major Responsibilities:

A Customer Service Monitoring Representative is responsible for monitoring and dispatching proper authorities for residential and small business alarms as well as contacting appropriate responsible parties. This role is pivotal in helping protect our customers when an alarm signal is received.

***This role requires onsite work from our office located at 10620 Kemp Fain Ln, Knoxville, TN 37932***

A day in the life of a Customer Service Monitoring Representative can look like:

• You will work in a dynamic, collaborative environment, working closely with customers and coworkers.
• Handling incoming alarm calls and placing outgoing calls to verify alarm activity, dispatching the proper authorities, and notifying responsible parties.
• Paying attention to detail while documenting alarm handling procedures within the alarm screens.
• Completing alarm processing in accordance with departmental procedures.
• Providing alarm reset instructions and basic troubleshooting to customers during outbound alarm calls and inbound alarm callbacks.

When you commit to us—we commit to you. Our employees receive a comprehensive, full benefits package that includes:

What’s in it for you?

• You play an important role in saving lives for a living.
• ADT will provide all necessary equipment and resources to allow you to be successful in your role, which includes paid on-the-job training.
• Remote work option, following training and eligibility.
• Once approved for remote work, ADT requires:
  • Designated place to work from home.
  • High-speed internet. DSL, Cable, or Fiber internet service with the ability to hardwire via ethernet from cable modem to your PC.
  • At least 25mbps to download and 15mbps to upload.
• ADT provides great, highly competitive pay, paid time off, pet insurance, and other compensation perks (401k + matching, comprehensive medical benefits, etc.). We also offer tuition reimbursement for academic pursuits, adoption assistance, volunteer opportunities, childcare, and eldercare resources, and much more.
• ADT offers a shift-differential policy that provides employees with supplemental pay on top of their hourly rate during times of higher-than-average customer call volume and when working less-desirable shifts.
• Pathway to promotion. ADT provides the opportunities and skills needed to learn and train so you can explore exciting opportunities across the ADT family that will continue to challenge and empower you.

We’re looking for someone with results they are proud of like:

• High school diploma or equivalent required.
• Minimum of six (6) months of customer service experience required.
• Ability to be licensed in multiple states.
• Technical aptitude, problem-solving skills, and ability to prioritize multiple items at once.

Pay and Benefits Disclosure:

You will receive an hourly pay rate of $17.50 effective on your start date. You will receive an additional $1.50 per hour for being an Onsite or Hybrid employee. 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.