Work From Home Customer Service Field Technician Support - Military Veterans

at ADT

West Henrietta, New York

Company Overview:

At ADT, we’ve been in the business of helping save lives for more than 145 years. As the number one smart home security provider serving residential and business customers, our people are our most important asset. Headquartered in Boca Raton, FL and at more than 200 locations across North America, our employees help empower our customers to live more secure and confident lives. Join our team and help us protect what matters most. For more information, visit www.adt.com or follow us on Twitter, LinkedIn, Facebook and Instagram.
Position Summary:

The Operations Support Scheduling Dispatcher (ADT uses the job title of ‘Productivity Specialist’) is responsible for the coordination of field technicians’ daily schedule. Performing of various identified administrative functions are centralized to the Productivity Specialist in order to promote local ADT branch field time, business efficiency and support of business processes and best practices. Field technicians are dispatched to customer’s homes to install new ADT alarm systems or to perform repair work on existing ADT customer sites. The Productivity Specialist is assigned a particular geographic area within the United States and provides support to a particular identified set of local ADT branches, including but not limited to field technicians and local ADT managers. Prioritization of jobs in each of the technician’s area through both knowledge of the area supported and independent decision making techniques are basic requirements of this role. In order to be successful in this role, the following qualities have been identified as critical assets: adaptability, problem solving and decision making skills, multi-tasking as well as the ability to build relationships quickly with internal customers supported remotely. The Productivity Specialist will work in a team atmosphere that is fast paced and agile to a changing environment.
Major Responsibilities:
  • Balancing technician schedule efficiency and productivity given customer expected arrival times
  • Ensuring customer appointment times are me
  • Reprioritization of jobs as required to meet customer commitments
  • Providing timely customer notification on appointment changes or delays
  • Strategic planning of schedule concerning technician skill set, training and time off
  • Problem solving of scheduling exceptions brought forth such as sooner requests, pending requests and escalated customer inquiries
  • Providing of daily communication between technicians, customers, management and other ADT support centers through various communication channels
  • Dispatch of technicians to emergency customer requests after hours and facilitation of technician timely response
  • Various administrative duties such as on time arrival tracking, in order to best support local branches and promote an increase level of customer satisfaction.
Experience:
  • RSS and/or PS experience preferred.
Skills:
  • Strong communication and customer service skills.
  • Strong analytical/problem solving skills.
  • Ability to “multi-task” at an efficient Speed.
  • Basic Data entry/typing skills.
  • Computer/MS Windows knowledge strongly desired.


ADT LLC is an Equal Employment Opportunity (EEO) employer. We are committed to having a diverse and inclusive workforce and do our best to foster a culture and environment where every employee feels valued. Our goal is to serve our customers and help save lives. We can achieve this goal when we have the best talent working in an environment where employees feel included and recognized. Visit us online at jobs.adt.com to learn more.

West Henrietta, New York

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ADT

ADT IS A LEADING PROVIDER OF ELECTRONIC SECURITY, INTERACTIVE HOME AND BUSINESS AUTOMATION AND ALARM MONITORING SERVICES IN THE U.S. AND CANADA.

We have one of the most trusted and well-known brands in the security industry today. ADT currently serves more than six million residential and small business customers, making us the largest company of our kind in both the United States and Canada. We deliver an integrated customer experience by maintaining the indus -try’s largest sales, installation and service field force and most robust monitoring network, all backed by the support of nearly 16,000 employees. Our broad and pioneering set of products and services—from interactive home and business solutions to home health services—meet a range of customer needs for today’s active and increasingly mobile lifestyles.

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