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Posted: Friday, August 25, 2017 8:27 PM

Position SummaryResponsible 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 daily75 Call Handling Service Level RequiredAverage Call Handle Time 243 secondsAverage Speed of Answer/LCW 59secs or lessTransfer Rate 5 or lessAverage Hold Time 120 secondsDuties and ResponsibilitiesReceives approx. 150:200 inbound calls from technicians and customers in the fieldHandles all calls with A?one callA? resolution with minimal transfers to resolve technician or customer requestPerforms normal job progression for technicians (Enroute, Onsite, Clear and Billing) when mobility software is non:functionalAssigns next job to service technicians when applicableMake 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 customerA?s equipment stallation Confirmation Call handling from calls routed from West IVRProvides quality service to increase customer satisfaction.Maintain individual performance relative to inbound phone answer rates, customer satisfaction and ADT quality standardsMASterMind Testing Procedures when applicable software is non:functioningCoordinates with Productivity Specialist with customer scheduling related issuesSchedule a technician for customer when necessary when over the phone troubleshooting cannot be resolved. Experience:High School or equivalent degree required, college degree preferred.Minimum of (1) year of Customer Service experience requiredExcellent communication skillsAble to type at least25 wpmStrong organizational skillsBasic knowledge of computer applications. Skills: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. As of April 2017, Protection1 merged with ADT to become the leading company in the electronic security industry. As we progress through our integration, you will see collateral, building signs and apparel from both companies, but please know: we are on our way to becoming a completely unified ADT and while that happens, we are better together.


• Location: Rochester, west henrietta

• Post ID: 30388548 rochester is an interactive computer service that enables access by multiple users and should not be treated as the publisher or speaker of any information provided by another information content provider. © 2017