General Responsibilities / Accountabilities:

• Ensure daily open and ongoing communication, receive support, coaching and development and pursue performance and delivery enhancements.
• To learn on a weekly basis and receive training and ongoing updates on business requirements, gain a better understanding of the current outlook for ADT and expected outcomes.
• To receive weekly coaching, feedback, guidance, and tips on business requirements, gain a better understanding of the current outlook for ADT and expected outcomes.
• Receive inbound calls and with requests for support on general billing, payment, password, shipping, accessory orders, and permit questions. Troubleshooting for customers as there are no Technicians for onsite appointments, all TS is resolved over the phone.
• Provide specialized support and guidance for customers to ensure readiness, installation support, and troubleshooting as needed.
• Provide outstanding customer experience in aid to and support to customers pursuing a purchase of products/services offered by client company, performing updates as needed to the
• offerings already purchased/acquired by customers in the past.
• Builds and maintains strong relationships with external customers
• Identifies frequently recurring situations at customer level, escalates such situations and suggests remedial actions.
• Maintains knowledge of the business area of the client that is supported.
• Able to communicate with key stakeholders across different levels in a manner that leads to desired outcomes.
• Proficient service, support, and negotiation skills.

As a member of the team, you will leverage your proficient knowledge of one or more processes to participate in meeting service levels, key measurement targets of the team and deliver a high quality and cost-effective service.

Customer Service is comprised of multiple unique “skills” that make up the Segment as a whole, different call/transaction types are routed to specialized representatives skilled adequately to provide service and support to customers.

Call types are standard in nature for the customer service segment, this includes but is not limited to:

• Receive and resolve inquiries and requests related to billing, account maintenance and updates. Caring and resolving these call types as per end-user requests.
• Care (sub-skill) – Billing, payment, password, shipping, accessory orders, and permit questions. Caring and resolving these call types as per end-user requests.
• TS (sub-skill, technical support) – Troubleshooting customers > 30 days new. We do not have Technicians for onsite appointments, all TS is resolved over the phone. Caring and resolving these call types as per end-user requests.
• ONB (sub-skill, Onboarding) – very similar to TS, they only take calls from new customers (<30 days) to help them set up, tech support skillset. Highest volume and handle time. Caring and resolving these call types as per end-user requests.
• Billing, payment, password, shipping, accessory orders, and permit questions, basic troubleshooting.
• Receive and resolve inquiries and requests related to billing, payment processes, password maintenance, shipping, accessory orders, permit related requests, questions and concerns, account maintenance and updates. Caring and resolving these call types as per end-user requests.

Qualifications (Education/Experience/Certification):

• Academic Requirements: High School. Desired Associate Degree and/or bachelor’s degree.
  • The role does not require a specific academic background.
• English Level B1 CEFR.
• Strong Verbal/Written Skills.
• Customer-focused service skills, and Soft Skills.
• Attention to details.
• Problem solving.
• Negotiation skills.
• Retention skills.
• Analytics skills.
• Time Management/Goal oriented.