About Company
ADT has been a leader in security solutions for over 145 years, protecting homes and businesses across North America. We’re more than just alarms; we’re peace of mind, powered by cutting-edge smart home technology and a commitment to unparalleled customer service. With millions of customers relying on us daily, our mission is to deliver innovative security, automation, and smart home solutions that empower our customers to live safer, smarter lives. We pride ourselves on a culture of integrity, innovation, and a profound dedication to our customers and our team members. Join ADT and become part of a legacy that’s always looking forward, ensuring safety and connectivity for the future.
Job Description
Are you passionate about providing exceptional customer support from the comfort of your own home? ADT is seeking a highly motivated and empathetic Customer Experience Agent to join our dynamic remote team, based out of the vibrant Mizner Park, Boca Raton area. In this pivotal role, you will be the first point of contact for our valued customers, addressing their inquiries, resolving technical issues with their smart home security systems, and ensuring they have a seamless and positive experience with ADT. This isn’t just a call center job; it’s an opportunity to build meaningful connections, troubleshoot complex problems, and directly contribute to the safety and satisfaction of our customer base.
We’re looking for individuals who can think on their feet, communicate complex information clearly and concisely, and consistently go the extra mile to exceed expectations. You’ll be instrumental in guiding customers through system setup, explaining features, and providing support for a wide range of ADT products and services, all while embodying our commitment to security and service excellence. If you thrive in a fast-paced environment, possess a natural ability to empathize, and are eager to make a tangible difference in people’s lives from your home office, we encourage you to apply. This full-time remote position requires a dedicated, quiet workspace and reliable high-speed internet to ensure you can deliver the best possible support. Join us and help secure what matters most, one customer interaction at a time.
Key Responsibilities
- Respond to customer inquiries via phone, email, and chat in a timely and professional manner.
- Troubleshoot technical issues related to ADT smart home security systems, sensors, and peripherals.
- Provide accurate product information, service explanations, and guidance on system operation.
- Process service requests, schedule technician appointments, and manage customer accounts.
- Document all customer interactions and resolutions accurately within CRM software.
- Achieve and maintain high customer satisfaction scores and service level agreements (SLAs).
- Handle customer escalations with empathy, professionalism, and a focus on resolution.
- Adhere to company policies, procedures, and security protocols at all times.
- Collaborate with internal teams to resolve complex issues and improve overall customer experience.
Required Skills
- Excellent verbal and written communication skills in English.
- Strong active listening and problem-solving abilities.
- Proficiency in using CRM software (e.g., Salesforce) and ticketing systems.
- Ability to multitask, prioritize, and manage time effectively in a fast-paced environment.
- Demonstrated empathy, patience, and a positive customer-centric attitude.
- Technical aptitude with the ability to learn and explain complex security and smart home technology.
- Reliable high-speed internet connection and a dedicated, quiet home office environment.
- Ability to work independently and as part of a remote team.
Preferred Qualifications
- 1+ years of previous remote customer service or call center experience.
- Experience in the security, smart home, or technology industries.
- Bilingual proficiency (English and Spanish).
- Associate's degree or higher in a relevant field.
Perks & Benefits
- Competitive base salary with performance incentives.
- Comprehensive health, dental, and vision insurance plans.
- 401(k) retirement plan with company match.
- Generous paid time off, including vacation, sick leave, and holidays.
- Flexible remote work environment.
- Opportunities for career growth and professional development.
- Employee assistance program for personal and professional support.
- Employee discounts on ADT products and services.
How to Apply
To apply for this exciting opportunity, please click on the application link below. Ensure your resume highlights your customer service experience and technical aptitude. We look forward to reviewing your application!