The ADT Corporation (NYSE: ADT) is a leading provider of security and automation solutions in the United States and Canada for homes and businesses, people on-the-go and their network. Making security more accessible than ever before, and backed by 24/7 customer support, ADT delivers same-day service and live answer within seconds in customer operations, helping customers feel more safe and empowered. ADT is headquartered in Boca Raton, Florida and employs approximately 17,500 people throughout North America. More information is available at www.adt.com.
Responsible for all inbound calls from customers and Service Technicians in the field. Dispatch technicians to scheduled jobs and provide necessary job information regarding service and installation request. After job is complete inbound agent is responsible for requesting billing information from technicians and moving the job from cleared to billable status. Places systems on test for technicians or customers when applicable. Handles all customer scheduling inbound related calls. Handles escalated customer scheduling concerns by providing customer world class customer service and meeting customer scheduling expectations.
Approximately 3500 customer inbound calls handled daily
75% Call Handling Service Level Required
Average Call Handle Time 243 seconds
Average Speed of Answer/LCW 59secs or less
Transfer Rate 5% or less
Average Hold Time 120 seconds
Duties and Responsibilities:
Receives approx. 150-200 inbound calls from technicians and customers in the field
Handles all calls with "one call" resolution with minimal transfers to resolve technician or customer request
Performs normal job progression for technicians (Enroute, Onsite, Clear and Billing) when mobility software is non-functional
Assigns next job to service technicians when applicable
Make the necessary and appropriate decision to dispatch an authorized service provider when on-site service is required.
Effectively utilize customer service skills, technical abilities and ADT resources to satisfy our customer's equipment needs.
Installation Confirmation Call handling from calls routed from West IVR
Provides quality service to increase customer satisfaction.
Maintain individual performance relative to inbound phone answer rates, customer satisfaction and ADT quality standards
MASterMind Testing Procedures when applicable software is non-functioning
Coordinates with Productivity Specialist with customer scheduling related issues
Schedule a technician for customer when necessary when over the phone troubleshooting cannot be resolved.
High School or equivalent degree required, college degree preferred.
Minimum of (1) year of Customer Service experience required
Excellent communication skills
Able to type at least25 wpm
Strong organizational skills
Basic knowledge of computer applications.
Comprehends and learns department practices, rules and regulations.
Speaks clearly and concisely.
Effectively communicates with a diverse population.
Reacts and thinks quickly and effectively in difficult situations.
Follows written and oral instructions/direction.
Ability to locate informational resources as needed.
Proficient with prioritizing decisions based upon multiple criteria and identifiable standards of policies and procedures.
Able to read maps.
Multi-tasking in various situations.
Ability to work independently and as part of a team.
Ability to adapt to change as business needs require.
ADT LLC is an EEO Employer
Want to learn more about ADT?
Visit us online at www.adt.com
ADT Security Services, Inc