Inbound Call Coordinator

Position Summary:

• This is a fully REMOTE position. During the shift, agent will answer inbound phone calls from both new and existing ADT customers, asking specific questions while following qualifying processes to determine the appropriate scenario and then transfer to the specific department for resolution.
• Must have a positive enthusiastic behavior with a desire to provide a great phone call experience and be comfortable with a remote call center environment;
It is expected to maintain a great level of communication with the team leader and ability to interact with peers via chat and adhere to the schedule and company rules.

Skills:

• Basic knowledge of computer applications;
• Adhere to company compliance rules and maintain targeted performance metrics;
• Attentiveness to the process to ensure appropriate transfer process is followed;
• Strong listening skills used to conduct needs analysis.

Education/Experience:

• High school diploma or GED required.
• Call Center experience with communicating with customers over the phone is preferred.
• Must complete and pass a pre-employment drug/background check.

Work Requirements:

• Equipment is not provided; agent must own the equipment that follows the requirements needed: a home computer, at least one monitor and a USB headset that is compatible for incoming calls;
• Must allow ADT required software to be uploaded to their computer (CT Softphone, which allows incoming calls);
• Internet Service with a modem connection. Agent cannot connect via Wi-Fi to perform work – connection must be hardwired to the computer via ethernet cable;
• Core i3 with 16GB of RAM;
• Candidate must have at least Windows 10 installed on computer;
Minimum 25mbps upload and 25mbps download. (Run the internet speed test at www.speedtest.net to confirm).

Pay and Benefits Disclosure:

The pay range for this role is $15.00 an hour, plus commission, and is based on experience and qualifications. We offer employees access to healthcare benefits, a 401(k) plan and company match, short-term and long-term disability coverage, life insurance, wellbeing benefits and paid time off among others. Employees accrue up to 120 hours in their first year. Your accrual rate increases after your first year. We also offer 6 paid holidays.

ADT is an Equal Employment Opportunity (EEO) Employer. We celebrate diversity and are committed to building an inclusive team that represents a variety of backgrounds, perspectives, and skills. ADT strives to ensure every employee and applicant feels valued. Visit us at jobs.adt.com/diversity to learn more.