the smart solution for Knoxville jobs

Entry Level Inbound Customer Service - Early 1st shifts and 2nd shifts Available!

Company: ADT Security Services
Location: Knoxville
Posted on: January 15, 2019

Job Description:

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

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 customer's 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.

      • High School or equivalent degree required, college degree preferred.
      • Minimum of (1) year of Customer Service experience required
      • Excellent communication skills
      • Able to type at least25 wpm
      • Strong organizational skills
      • Basic knowledge of computer applications.

        • Comprehends and learns department practices, rules and regulations.
        • Speaks clearly and concisely.
        • Effectively communicates with a diverse population.
        • Reacts and thinks quickly and effectively in difficult situations.
        • Follows written and oral instructions/direction.
        • Ability to locate informational resources as needed.
        • Proficient with prioritizing decisions based upon multiple criteria and identifiable standards of policies and procedures.
        • Able to read maps.
        • Multi-tasking in various situations.
        • Ability to work independently and as part of a team.
        • Ability to adapt to change as business needs require.

          ADT LLC is an EEO Employer

          Keywords: ADT Security Services, Knoxville , Entry Level Inbound Customer Service - Early 1st shifts and 2nd shifts Available!, Hospitality & Tourism , Knoxville, Tennessee

          Click here to apply!

          Didn't find what you're looking for? Search again!

          I'm looking for
          in category

Other Hospitality & Tourism Jobs

Description: To all you incredibly talented, challenge--seekers, dare-to--dreamers, early to rise in the morning--go-getters, outside-of-the-box--thinkers, experience-driven--trendsetters, and creative brainstorming--doodlers, (more...)
Location: Cleveland
Posted on: 01/18/2019

Territory Representative - Food Retail Services
Description: Territory Representative - Food Retail Services Join Ecolab's, Global Food Retail Services Team as a Territory Sales Representative in the Kingsport, TN market and see why Ecolab is on Fortune magazine's (more...)
Company: Ecolab
Location: Kingsport
Posted on: 01/18/2019

Description: About This Job Description Responsible for thoroughly cleaning rooms, replenishing guest amenities, linens, and other articles in suites in accordance with extended stay standards, cleaning and stocking (more...)
Company: Hyatt
Location: Asheville
Posted on: 01/18/2019

Operations Associate
Description: Description We are genuine in our belief that sports make people better and so are you Immerse yourself in a workplace that loves to be active and lives the brand. Associates joining our team have an (more...)
Company: Field & Stream
Location: Asheville
Posted on: 01/18/2019

Restaurant Server
Description: Summary: br br The Restaurant Server is responsible for providing guests with courteous, friendly, sincere, efficient and graceful table service that meets or exceeds guest expectations as well as (more...)
Company: Kessler Collection
Location: Asheville
Posted on: 01/18/2019

Stable Cafe Cook II - Full Time
Description: The Cook II is responsible for preparing food products that represent Biltmore's standards for all dining, banquet and a la carte services. Cook IIs are generally charged with a la carte line work, hot (more...)
Company: The Biltmore Company
Location: Asheville
Posted on: 01/18/2019

Work in Customer Service? Earn Extra Cash
Description: Drive with Uber and earn money anytime it works for you. Driving is an easy way to earn extra, and it's totally flexible around your schedule. You decide when and how much you drive. What you need to (more...)
Company: Uber
Location: Asheville
Posted on: 01/18/2019

Cook *Application by Invitation Only*
Description: This is a contract TEMPORARY position July 1st, 2018 - July 1st, 2019 . Perform a variety of food preparation duties, such as preparing cold foods shellfish, slicing meat, brewing coffee
Company: The Biltmore Company
Location: Asheville
Posted on: 01/18/2019

KFC Assistant Restaurant Manager
Description: Description br br This job posting is for a position in a restaurant that is independently owned and operated by a franchisee. This means your application will be reviewed by the franchisee who will (more...)
Company: KFC
Location: Kingsport
Posted on: 01/18/2019

Laundry; Housekeeping - Johnson City, TN
Description: The Carnegie Hotel is
Location: Johnson City
Posted on: 01/18/2019

Log In or Create An Account

Get the latest Tennessee jobs by following @recnetTN on Twitter!

Knoxville RSS job feeds