b’Company Overview:nADT has been in the business of helping save livesxc2xa0since 1874.xc2xa0Asxc2xa0thexc2xa01 smart home security provider in the U.S.,xc2xa0we help protect and connect families, businesses and larger commercial customerxc2xa0every day.xc2xa0Our continuous innovation, advanced technology and strategicxc2xa0partnerships deliver products and services that help protect life and valuables, whether at home, your business or on the go.
Andxc2xa0asxc2xa0times change, so do we.xc2xa0Above all, our mission is clear:xc2xa0we helpxc2xa0save lives for a living.xc2xa0Looking for a career where you can make a real impact?xc2xa0Join our team today and putxc2xa0purpose behind your paycheck.xc2xa0WeAreADTxc2xa0nCheck out more about life atxc2xa0ADTxc2xa0here [https://jobs.adt.com/about-adt].xc2xa0nPosition Summary:nResponsible 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.xc2xa0nxc2xa0nMajor Responsibilitiesn Receives approx.
100-150 inbound calls from internal and external customers dailyn Handles all calls with xe2x80x9cone callxe2x80x9d resolution with minimal transfers to resolve customer requestxc2xa0n Make the necessary and appropriate decision to dispatch a technician when on-site service is required.
xc2xa0n Successfully navigate through complex scenarios to achieve customer satisfaction and prevent escalation, by effectively utilizing customer service skills.n Effectively utilize customer service skills and the ability to multi-task.n Resolve customer inquiries related to SMS Text appointment confirmations and/or confirm site readiness as needed.nKnowledge, Skills, and Abilities Required:n Superb customer service skillsn High School diploma or GEDn Ability to type at least 45 wpmn Strong problem-solving and decision-making abilityn Strong multi-tasking abilityn Strong written and verbal communication skillsn Proficient with prioritizing decisions based upon multiple criteria and identifiable standards of policies and procedures.n Proficient with aspects of Microsoft Officen General technical knowledgenADT 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.’