Inside Sales

• Receive inbound telephone calls from new and existing customers generated by ADT marketing and partner campaigns
• Engage with Security and Smart Home customers to close sales
• Schedule installation appointments with ADT field employees
• Answer customer calls while following sales processes
• Consultatively gather information, determine customer needs, and schedule installation appointments
• Ensure customer satisfaction by determining needs and transferring calls to the appropriate party for resolution
• Perform follow-up on quotes and information requests

Inside Sales Representative – New Acquisition

IT Support

• Provide specialized telephone technical support to ADT Direct, Authorized Dealer, Subcontractor personnel, and end-user customers
• Provide quality control of the account base through cut-in procedures
• Process requests for multiple vendor applications customized by install configuration
• Provide real-time installation quotes to field technicians and limited technical support to customers
• Complete data entry associated with confirmation, including confirmation of test signals
• Confirm account status and information with field technicians and office personnel
• Enter order information for technician upsells and process payments as applicable
• Provide support for high-profile Custom Home accounts
• Troubleshoot radio registrations and panel programming in response to failed confirmation requests
• Provide support for ad hoc data cleanup projects
• Process data changes and programming requests received via mail, fax, phone, or internal ticket on Informix and MasterMind
• Work closely with customers and coworkers in a collaborative environment
• Complete other assigned projects

Technical Support Specialist

Sales

• Work in an automated phone system making outbound calls to potential customers responding to ADT marketing and partner campaigns
• Engage with potential customers and verify that each contact meets specified criteria
• Transfer qualified customers to an Inbound Sales Specialist
• Use focused verbal communication and pointed rebuttals to overcome objections
• Demonstrate empathy during customer interactions
• Update call status in the phone system
• Maintain availability to engage with potential customers
• Adhere to company compliance and quality standards
• Provide customer service while handling a high volume of outbound calls

Outbound Sales Representative

Customer Support

• Monitoring and dispatching proper authorities for alarms.
• Contacting appropriate responsible parties.
• Handling incoming alarm calls and placing outgoing calls.
• Documenting alarm handling procedures.
• Providing alarm reset instructions and troubleshooting.

Customer Service Monitoring Representative

• Monitoring and dispatching proper authorities for alarms.
• Contacting appropriate responsible parties.
• Handling incoming and outgoing alarm calls.
• Documenting alarm handling procedures.
• Providing alarm reset instructions and troubleshooting during calls.
• Receiving inbound calls related to alarm inquiries.

Bilingual

• 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.

Inside Sales Representative – New Acquisition

Technical Support Specialist

Outbound Sales Representative

Customer Service Monitoring Representative

Customer Service Monitoring Representative

Bilingual Monitoring Representative