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.
Knowledge:
- Knowledge of and familiarity with Computers and Microsoft Office applications, and Internet.
- Knowledge of Company policies, procedures, guidelines, and practices.
Skills:
- Self-motivated and a professional attitude.
- Excellent communication and listening skills.
- Excellent teambuilding, customer service, and interpersonal skills.
- Must possess good decision making skills, be very organized and detail oriented.
- Must be proficient with personal computer, keyboard, fax machine, copy machine and telephone
Abilities:
- Ability to work overtime as requested by management.
- Ability to use discretion and problem analysis.
- Ability to work effectively with others.
- Ability to work as part of a dynamic team and be flexible.
- Ability and willingness to make key contributions to the growth of the business.
- Ability to respond to common inquiries or complaints from customers, regulatory agencies, or members of the business community.
- Ability to effectively present information to top management, public groups, and/or boards of directors.
- Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists.
- Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.
- Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals.
- Ability to write routine reports and correspondence.
- Ability to adapt to changes in the work environment, delays or unexpected events; manage competing demands; change approach or method to best fit the situation.
- Ability to concentrate on a task over a period of time without being distracted.
- Ability to maintain composure, keep emotions in check and avoid aggressive behavior, even in very difficult situations.
Physical Demands:
- While performing the duties of this job, the employee is occasionally required to stand; walk; sit; twist; use hands to handle; push; pull or feel; reach with hands and arms; climb or balance; stoop, kneel, crouch, or crawl; and talk or hear.
- The employee must regularly lift and/or move up to 10 pounds and occasionally lift and/or move up to 25 pounds.
- Specific vision abilities required by this job include close vision, distance vision, color vision and ability to adjust focus.
- Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Work Environment:
- The noise level in the work environment is usually moderate.
- Normal office environment.
Minimum Qualifications:
- High School Diploma or General Education Degree (GED) and one year monitoring/customer service experience or related training/certification.
Certificates, Licenses, Registrations:
- Standard organizational licensing criteria apply.
- Training and certification in three locations/areas and TTY stations.
ADT LLC is an Equal Employment Opportunity (EEO) employer. We are committed to having a diverse and inclusive workforce and do our best to foster a culture and environment where every employee feels valued. Our goal is to serve our customers and help save lives. We can achieve this goal when we have the best talent working in an environment where employees feel included and recognized. Visit us online at jobs.adt.com to learn more.