Overview

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: Answer inbound calls for the purpose of testing and setting up security systems. Verification that all zone information is received properly and defined correctly. Registration of wireless devices using web based programs. Troubleshooting with technicians to ensure proper account set up and signal reporting. Essential Duties And Responsibilities include the following. To perform this job successfully, the Commercial Account Creation & Testing Representative I must be able to perform each essential duty satisfactorily and may be expected to perform some or all of the duties listed. Receive inbound phone calls from technicians and branch personnel. Verify all pertinent information is present and acceptable. Coordinate with Police, Fire, and Medical agencies to verify jurisdiction. Verify with customer all account information to ensure accuracy. Set up and testing of web-based services and products. Registration of wireless communication devices through external websites. Set up new accounts in the Protection One database including issuing CS numbers. Receive incoming phone calls to place accounts into no response, or “in test” Enter pertinent information relating to zone and panel location. Verify that all zone signals are reporting in the correct format and troubleshoot if needed. Handle 80% of all incoming calls within 30 seconds. Ability to follow and correctly implement National Account Templates when required. Demonstrate clear understanding of NFPA and UL requirements when applicable. Understanding how to properly set up partitioned/dash accounts. Position requires weekend, holiday and shift work and may require mandatory overtime. Supervisory Responsibilities: None Required.Knowledge: Knowledge of various alarm panels and signal formats. Knowledge of Commercial fire systems. Knowledge of the company and how to utilize all company resources. Knowledge of and a proficiency in using Computer and Microsoft Office applications (Word, Excel, Access, Outlook), and Internet. Knowledge of Video, National and Key Accounts. Knowledge of Upload/Download all types of panels. Skills: Proficiency in both Accounts Creation & Testing. Excellent time management, planning and forward-thinking skills. Self-motivated and a professional attitude. Excellent communication and listening skills. Excellent teambuilding, customer service, and interpersonal skills. Must possess good decision making skills, be very organized and detail oriented. Abilities: Ability to read and comprehend simple instructions, short correspondence, and emails. Ability to comprehend signal formatting. Ability to effectively interact with technicians and branch personnel to place accounts online. Ability to effectively interact with law enforcement, medical, and police agencies to properly verify and define jurisdictions Ability to navigate internal and external websites in order to register, set up, and troubleshoot accounts and products. Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form. Ability to deal with problems involving several concrete variables in standardized situations. Ability to work with and maintain confidential information. Ability to adapt to changes in the work environment, delays or unexpected events; manage competing demands; change approach or method to best fit the situation. Ability to concentrate on a task over a period of time without being distracted. Ability to maintain composure, keep emotions in check and avoid aggressive behavior, even in very difficult situations. Physical Demands: While performing the duties of this job, the employee is occasionally required to stand; walk; sit; twist; use hands to handle; push; pull or feel; reach with hands and arms; climb or balance; stoop, kneel, crouch, or crawl; and talk or hear. The employee must regularly lift and/or move up to 10 pounds, frequently lift and/or move up to 25 pounds. Specific vision abilities required by this job include close vision, color vision, and ability to adjust focus. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Work Environment: The noise level in the work environment is usually moderate. The general work environment is characteristic of a normal office environment. Must be able to work varied shifts, weekends, and holidays as necessary. Minimum Qualifications: High School Diploma or General Education Degree (GED). Must have successfully completed the following: EQ&D Leadership Training Prior data entry skills (type 30wpm), 10-key experience, and telephone work experience preferred. College or technical training preferred. Certificates, Licenses, Registrations: Must be able to be licensed in appropriate states. ADT LLC is an EEO Employer Want to learn more about ADT? Visit us online at www.adt.com


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