Customer Service Dispatcher - ADT

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 customer 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. And as times change, so do we.Above all, 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. #WeAreADT ​

Check out more about life at ADT here.

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 I may be expected to perform some or all of the duties listed, and other duties as assigned.

• Verifies, responds to, and dispatches on emergency signals.
• 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 will work under close supervision during the first 30 days.
• Must keep abreast of the organization goals and positions held.
• Must be able to meet minimum productivity standards set.
• Must keep abreast of both company and central station policies.
• Must meet minimum quality standards set for them.
• Position requires weekend, holiday and shift work and may require mandatory overtime.
• Notifies customers of non-emergency signals.
• Notifies responders on emergency signals after dispatch.
• Processes basic data changes to customer accounts.
• Must be able to handle signals from one location/area and TTY stations.
• 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.
• Basic knowledge and understanding about VIP accounts and department.

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
• Must be able to meet minimum productivity standards set that apply to a Level I operator.
• Must meet minimum quality standards set for them (90% or better average on Q/A).

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:

• While performing the duties of this job, the employee is occasionally exposed to risk of electrical shock.
• 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 to three months related experience or related training/certification preferred.