Associate Customer Care

Job Title :: Associate Customer Care
Pay Rate :: $13.50/Hour on w2
Job Location ::Remote

Position Summary

As our customers' first point of contact, you will be the friendly voice of ADT, providing an excellent customer experience by troubleshooting their problems and providing technical support. We will rely on you to listen to our customers and use your deductive reasoning skills, technical expertise, creativity and passion for helping to meet their needs and remind them that behind our great products is a focus on the customer experience with accountable and collaborative team members ready to help them.

The General Service Department is responsible for all residential and small business inbound phone calls consisting of assisting customers with alarm system questions.

Key Responsibilities:

Receives customer inbound phone calls for various alarm system issues which require technical assistance.

Comfortable working in a fast-paced environment caring for 40 60 customer calls per day

Strong emphasis on providing excellent customer interactions and experiences by using empathy, soft skills, and connecting with the customer.

Effectively utilize customer service skills, technical abilities, and ADT resources to seek issue resolution on each call.

Troubleshoot and resolve all product specific technical hardware/software problems.

Troubleshoot customer's technical issues by using our Guided Process Flows which walk you and the customer step by step through various resolutions.

Duties also include presenting our Virtual Service Call process that saves the customer both time and money if the problem can't be solved on the call.

Assisting customers with scheduling an onsite Technician visit if required.

Being fluid with changes and receptive to feedback toward ongoing performance improvements and technological enhancements.

Providing billing support and first call resolution for our customers while using excellent communication skills

Willing to work reasonable amount of overtime when needed (2 hours per week at times)

Ability to maintain assigned work schedules with minimal absences

Experience:

High school diploma or equivalent

Minimum of one (1) year of customer service experience required.

Technical experience a plus but not required

Skills:

Excellent communication and organizational skills.

Intermediate knowledge of computer applications.

Troubleshooting skills

Clear, solid written communication skills

Reliable and Dependable

Multitasker