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 protecting families and businesses. The Customer Service Representative II role involves answering customer calls, resolving billing inquiries, and providing excellent customer service to enhance the overall experience.
Responsibilities
- You will work in a dynamic, collaborative environment, working closely with customers and coworkers
- Answer incoming calls from customers and/or employees
- Enhance the customer experience through excellent communication
- Identify the reason for the call through discovery
- Assist customers with understanding and resolving billing issues
- Troubleshoot ADT products and services
- Transfer the call to the appropriate department as necessary to ensure the optimum customer experience
- Schedule and reschedule service appointments where applicable
- Additional duties as assigned
Skills
- High school diploma or equivalent
- 1 year experience in Customer Service required
- Computer proficiency and problem-solving skills
- Experience working with multiple screens and programs
- Consistently able to provide an amazing customer experience with excellent listening skills
- Skilled with computer proficiency, and technical aptitude
- Someone who values keeping commitments & being known as reliable
- Someone who can think on the fly, problem solve, and provide excellent verbal customer service
- Enjoy receiving and applying coaching feedback to improve results and earnings
- Your tenacity and drive consistently lead you to succeed
- Self-motivated, positive, and professional attitude
- Ability to work varied hours based on business needs
- Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals
- Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form
- Must be able to perform duties in a dynamic, fast paced work environment with frequent changes
- Ability to maintain composure, keep emotions in check and avoid aggressive behavior, even in very difficult situations
- Must be able to work with confidential information regarding customer accounts and employee files
- Minimum 25 mbps broadband internet connection with the ability to hardwire via ethernet from cable modem to a PC
- Some college preferred
- Sales/Retention experience preferred
Benefits
- Planned promotional opportunities that will come with increased pay and monthly bonus eligibility
- Employees access to healthcare benefits
- A 401(k) plan and company match
- 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
- Your accrual rate increases after your first year
- 6 paid holidays
Company Overview