Tech Inbound Representative
ADT Security Services, Inc. is the world's largest electronic security and alarm monitoring provider to residential, commercial, industrial and governmental customers.
Tech Inbound Representative - Knoxville
Brief Description of the Job:
Receives inbound phone calls from Service Technicians/Customers in the field. Dispatches technician to the next job and provides necessary information regarding the service request. After the work is complete, the rep is responsible for requesting the billing information from the technician and moving the job from "Cleared" to "Billable" status. Places systems on test and views signals for the technician.
Major Responsibilities:
1. Receives inbound phone calls from service technicians in the field.
2. Handles the call. Does not transfer the technician's call (unless absolutely necessary), and resolves technician's questions independently or requests assistance to answer technician's questions.
3. Clears and bills job tickets for service technician.
4. Assigns the next job ticket to the service technician.
5. Places systems on test and views signals for the service technician.
6. Notifies the Coordinator if a service technician cannot complete the job ticket as assigned; or a service technician requests more work to be assigned.
7. Other duties as assigned.
Knowledge, Skills and Abilities:
High school diploma or equivalent. Minimum of one (1) year of Customer Service experience required (external or internal). Excellent communication skills. Able to type at least 35 wpm. Basic knowledge of computer applications. Strong organizational skills.
ADT is an Equal Opportunity Employer
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