1+ months

Bilingual Customer Care Representative - 1914682

ADT
Kalamazoo, MI 49007
!*!
Company Overview:

ADT Inc. (NYSE: ADT) is a leading provider of security and automation solutions in the United States and Canada, protecting homes and businesses, people on-the-go and digital networks. Making security more accessible than ever before, and backed by 24/7 customer support, ADT is committed to providing superior customer service with a focus on speed and quality of responsiveness, helping customers feel safer and empowered. ADT is headquartered in Boca Raton, Florida and employs approximately 19,000 people throughout North America. For more information, visit www.adt.com or follow us on Twitter, LinkedIn, Facebook and Instagram.


Position Summary: 

Resolve customer issues with the highest level of professionalism and integrity to ensure customer satisfaction and retention. Collaborate with other business units to retain accounts that might otherwise have been cancelled.
  • Process in-bound and outbound calls to the point of resolution, including but not limited to customer service inquiries, complaints and requests for assistance pertaining to system use, maintenance and customer account information.
  • Troubleshoot specific system operational problems encountered by customers and attempt to provide immediate solutions.
  • Update database files and customer account information to insure accurate account information is being processed and represented.
  • Schedule service appointments for technicians at the branch office locations via MMB or Telemar to insure efficient and effective system maintenance or component installation. Utilizing contacts within OSC when necessary to obtain the best service for the customer.
  • Research payment history and billing via MMB Billing or Informix to determine the source of a problem and provide an immediate answer to the problem or inquiry.
  • Use increased DOA to negotiate and aid in customer complaints, including labor disputes
  • Work closely with local offices, OSC, CRD, or any other department or contact deemed necessary on requests that are initiated by the customer but cannot be performed by ARC.
  • Support peers through sharing of best practices and encouragement which includes but is not limited to actively participating in Team Meetings, Group Chat,  and Blogs  while exhibiting an overall positive attitude
  • Utilize FOSE principles on every call. Be able to quickly identify customers personality by using BCL techniques and adapting to compliment customers traits. Must be able to handle escalated situations through confidence in decision making, empathy, courtesy and concern for the customer and their issue.  
  • Must effectively enforce company policies without alienating the customer.
  • Will resolve customer complaints independently with minimal management involvement.
  • Be flexible and willing to attend any new or recurrent training deemed necessary to the position.
  • Special projects as required by management.
  • Other duties as assigned including offline follow up work, projects, and assisting with inbound call volume. 


!*!
Company Overview:

ADT Inc. (NYSE: ADT) is a leading provider of security and automation solutions in the United States and Canada, protecting homes and businesses, people on-the-go and digital networks. Making security more accessible than ever before, and backed by 24/7 customer support, ADT is committed to providing superior customer service with a focus on speed and quality of responsiveness, helping customers feel safer and empowered. ADT is headquartered in Boca Raton, Florida and employs approximately 19,000 people throughout North America. For more information, visit www.adt.com or follow us on Twitter, LinkedIn, Facebook and Instagram.


Position Summary: 

Resolve customer issues with the highest level of professionalism and integrity to ensure customer satisfaction and retention. Collaborate with other business units to retain accounts that might otherwise have been cancelled.
  • Process in-bound and outbound calls to the point of resolution, including but not limited to customer service inquiries, complaints and requests for assistance pertaining to system use, maintenance and customer account information.
  • Troubleshoot specific system operational problems encountered by customers and attempt to provide immediate solutions.
  • Update database files and customer account information to insure accurate account information is being processed and represented.
  • Schedule service appointments for technicians at the branch office locations via MMB or Telemar to insure efficient and effective system maintenance or component installation. Utilizing contacts within OSC when necessary to obtain the best service for the customer.
  • Research payment history and billing via MMB Billing or Informix to determine the source of a problem and provide an immediate answer to the problem or inquiry.
  • Use increased DOA to negotiate and aid in customer complaints, including labor disputes
  • Work closely with local offices, OSC, CRD, or any other department or contact deemed necessary on requests that are initiated by the customer but cannot be performed by ARC.
  • Support peers through sharing of best practices and encouragement which includes but is not limited to actively participating in Team Meetings, Group Chat,  and Blogs  while exhibiting an overall positive attitude
  • Utilize FOSE principles on every call. Be able to quickly identify customers personality by using BCL techniques and adapting to compliment customers traits. Must be able to handle escalated situations through confidence in decision making, empathy, courtesy and concern for the customer and their issue.  
  • Must effectively enforce company policies without alienating the customer.
  • Will resolve customer complaints independently with minimal management involvement.
  • Be flexible and willing to attend any new or recurrent training deemed necessary to the position.
  • Special projects as required by management.
  • Other duties as assigned including offline follow up work, projects, and assisting with inbound call volume. 

Categories

Posted: 2019-12-09 Expires: 2020-02-21

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Bilingual Customer Care Representative - 1914682

ADT
Kalamazoo, MI 49007

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