[Remote] Remote Bilingual Monitoring Representative

Note: The job is a remote job and is open to candidates in USA. ADT is the #1 smart home security provider in the U.S., dedicated to helping save lives through innovative technology and services. The Bilingual Monitoring Representative will be responsible for monitoring alarms, providing technical support, and ensuring excellent customer service as the first point of contact for customers.

Responsibilities

• 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
• Receiving inbound calls and relaying important information about life-safety systems and services, including updating customer accounts and solving billing questions
• Supporting ADT customers by problem solving, de-escalating customer issues and resolving account issues
• Providing technical support and troubleshooting devices across ADT systems
• Helping customers understand the ADT noble purpose and providing customer lifestyle solutions
• Coaching, team meetings or 1:1 development time to grow and develop your career at ADT

Skills

• Fluency in written and oral forms of both English and Spanish in a professional capacity is required
• High school diploma or equivalent required
• Minimum of one (1) year of customer service experience required
• Technical aptitude, problem solving skills and ability to prioritize multiple items at once
• Ability to be licensed in multiple states

Benefits

• Paid virtual training – some in-person attendance may be required based on business needs.
• Full benefits on the 1st of the month after 31 days of employment
• Casual, yet energetic and engaging work environments
• Medical, Dental, Vision, 401(k) with employer matching
• Paid vacation time (We all need to recharge)
• Tuition reimbursement, employee referral bonuses
• Potential opportunities to work from home based on business needs
• A culture of coaching, development and career growth opportunities
• Short-term and long-term disability coverage
• Life insurance
• Wellbeing benefits
• Paid time off among others
• Employees accrue up to 120 hours in their first year.
• We also offer 6 paid holidays.

Company Overview