20 days old

Operations Support Inbound Customer Service Positions Starting November 4th - 1913800

ADT
Newark, DE 19711
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Company Overview:

The ADT Corporation (NYSE: ADT) is a leading provider of security and automation solutions in the United States and Canada for homes and businesses, people on-the-go and their network. Making security more accessible than ever before, and backed by 24/7 customer support, ADT delivers same-day service and live answer within seconds in customer operations, helping customers feel more safe and empowered. ADT is headquartered in Boca Raton, Florida and employs approximately 17,500 people throughout North America. More information is available at www.adt.com.
  
Position Summary: 

Responsible for all inbound calls from customers and Service Technicians in the field. Dispatch technicians to scheduled jobs and provide necessary job information regarding service and installation request. After job is complete inbound agent is responsible for requesting billing information from technicians and moving the job from cleared to billable status. Places systems on test for technicians or customers when applicable. Handles all customer scheduling inbound related calls. Handles escalated customer scheduling concerns by providing customer world class customer service and meeting customer scheduling expectations.
Approximately  3500 customer inbound calls handled daily
  • 75% Call Handling Service Level Required
  • Average Call Handle Time 243 seconds
  • Average Speed of Answer/LCW 59secs or less
  • Transfer Rate 5% or less
  • Average Hold Time 120 seconds 
Duties and Responsibilities:
  • Receives approx. 150-200 inbound calls from technicians and customers in the field
  • Handles all calls with one call resolution with minimal transfers to resolve technician or customer request
  • Performs normal job progression for technicians (Enroute, Onsite, Clear and Billing) when mobility software is non-functional
  • Assigns next job to service technicians when applicable
  • Make the necessary and appropriate decision to dispatch an authorized service provider when on-site service is required. 
  • Effectively utilize customer service skills, technical abilities and ADT resources to satisfy our customers equipment needs.
  • Installation Confirmation Call handling from calls routed from West IVR
  • Provides quality service to increase customer satisfaction. 
  • Maintain individual performance relative to inbound phone answer rates, customer satisfaction and ADT quality standards
  • MASterMind Testing Procedures when applicable software is non-functioning
  • Coordinates with Productivity Specialist with customer scheduling related issues
  • Schedule a technician for customer when necessary when over the phone troubleshooting cannot be resolved.

!*!
Company Overview:

The ADT Corporation (NYSE: ADT) is a leading provider of security and automation solutions in the United States and Canada for homes and businesses, people on-the-go and their network. Making security more accessible than ever before, and backed by 24/7 customer support, ADT delivers same-day service and live answer within seconds in customer operations, helping customers feel more safe and empowered. ADT is headquartered in Boca Raton, Florida and employs approximately 17,500 people throughout North America. More information is available at www.adt.com.
  
Position Summary: 

Responsible for all inbound calls from customers and Service Technicians in the field. Dispatch technicians to scheduled jobs and provide necessary job information regarding service and installation request. After job is complete inbound agent is responsible for requesting billing information from technicians and moving the job from cleared to billable status. Places systems on test for technicians or customers when applicable. Handles all customer scheduling inbound related calls. Handles escalated customer scheduling concerns by providing customer world class customer service and meeting customer scheduling expectations.
Approximately  3500 customer inbound calls handled daily
  • 75% Call Handling Service Level Required
  • Average Call Handle Time 243 seconds
  • Average Speed of Answer/LCW 59secs or less
  • Transfer Rate 5% or less
  • Average Hold Time 120 seconds 
Duties and Responsibilities:
  • Receives approx. 150-200 inbound calls from technicians and customers in the field
  • Handles all calls with one call resolution with minimal transfers to resolve technician or customer request
  • Performs normal job progression for technicians (Enroute, Onsite, Clear and Billing) when mobility software is non-functional
  • Assigns next job to service technicians when applicable
  • Make the necessary and appropriate decision to dispatch an authorized service provider when on-site service is required. 
  • Effectively utilize customer service skills, technical abilities and ADT resources to satisfy our customers equipment needs.
  • Installation Confirmation Call handling from calls routed from West IVR
  • Provides quality service to increase customer satisfaction. 
  • Maintain individual performance relative to inbound phone answer rates, customer satisfaction and ADT quality standards
  • MASterMind Testing Procedures when applicable software is non-functioning
  • Coordinates with Productivity Specialist with customer scheduling related issues
  • Schedule a technician for customer when necessary when over the phone troubleshooting cannot be resolved.

Categories

Posted: 2019-10-02 Expires: 2019-11-10

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Operations Support Inbound Customer Service Positions Starting November 4th - 1913800

ADT
Newark, DE 19711

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