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Customer Service Rep

Company Name:
ADT
The Facility center is located in 10620 Kemp Fain Lane - Knoxville, TN 37932
Position Summary
ADT is committed to hiring team members who are passionate about providing exceptional customer service people who understand the importance of customer satisfaction and what it means to their career development. As a company that is well-positioned to continue meeting and exceeding our customers evolving needs, ADT also takes pride in upholding a rewarding work experience for all of our team members. The Customer Care Representative is responsible for all residential and small business inbound phone calls consisting of false alarm call backs, placing accounts on test and technical assistance.
Duties and Responsibilities:
Receives customer inbound phone calls for false alarm call backs, placing alarm on test, responding person call back, AHJ information requests.
Provide alarm history, update information as appropriate.
Troubleshoot customer technical alarm issues effectively and completely over the phone and assist customer with questions and issues.
Schedule a technician when necessary when over the phone troubleshooting cannot be resolved.
Duties also include responding to 3rd party callbacks, assisting customer with inquiries on alarm handling, updating of account information and clarification of alarm handling instructions.
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 customers equipment needs.
Provides quality service to increase customer satisfaction.
Maintain individual performance relative to inbound phone answer rates, customer satisfaction and ADT quality standards.
Monitors and dispatches on alarms as instructed based on business needs.
Education:
High school diploma or equivalent required
Some college ideal; degree preferred
Minimum of one (1) year of customer service experience required.
Core Competencies:
Excellent communication skills.
Able to type at least 35 wpm.
Intermediate knowledge of computer applications.
Strong organizational skills.
ADT LLC is an equal opportunity employer.

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