ADT Security Services, Inc. Customer Service Rep (Starts 07.31.17) in Irving, Texas
**/ Position Summary: /
ADT/Protection1, a company that values the customer and strives to provide world-class Customer Service. Receives inbound customer service calls and delivers prompt, courteous, professional, and knowledgeable information to customers. Utilizes listening skills to determine customer issues or needs, and uses interpersonal skills and call control techniques to complete each call with a positive resolution in a one-call resolution environment.
/Essential Duties And Responsibilities/include the following.To perform this job successfully, the Customer Service Representative I may be expected to perform some or all of the duties listed.
Answers and processes inbound customer calls as specified, in a professional, courteous, and timely manner.
Maintains a professional, calm, and pleasant voice image at all times when communicating with customers.
Efficiently and accurately enters and maintains all customer account data and activity in appropriate systems.
Provides accurate and timely follow-through on all customer inquiries or correspondence requiring research.
Position requires weekend, holiday and shift work and may require mandatory overtime.
/ Knowledge: /
- Knowledge of and proficiency in using computer and Microsoft Office applications (Word, Excel, Access, Outlook) and Internet Explorer.
/ Skills: /
Excellent customer service, teambuilding, and interpersonal skills required, including the ability to defuse an upset, angry customer in a calm manner.
Excellent time management, planning and forward-thinking skills.
Self-motivated and a professional attitude.
Excellent communication and listening skills.
Must possess good decision making skills, be very organized and detail oriented.
/ Abilities: /
Ability to read and comprehend simple instructions, short correspondence, and memos.
Ability to write simple correspondence.
Ability to effectively present information in one-on-one and small group situations to customers, clients, and other employees of the organization.
Ability to add and subtract two digit numbers and to multiply and divide with 10's and 100's.
Ability to perform these operations using units of American money and weight measurement, volume, and distance.
Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form.
Ability to deal with problems involving several concrete variables in standardized situations.
Ability to work with minimal supervision.
Ability to quickly learn new Windows 95 based programs.
Ability to accurately type 35 wpm and able to 10-key, preferably by touch.
Ability to use the telephone, fax machine, and copier.
Ability to adapt to changes in the work environment, delays or unexpected events; manage competing demands; change approach or method to best fit the situation.
Ability to concentrate on a task over a period of time without being distracted.
Ability to maintain composure, keep emotions in check and avoid aggressive behavior, even in very difficult situations.
/ Physical Demands: /
While performing the duties of this job, the employee is occasionally required to stand; walk; sit; twist; use hands to handle; push; pull or feel; reach with hands and arms; climb or balance; stoop, kneel, crouch, or crawl; and talk or hear.
The employee frequently is required to reach with hands and arms. Frequent repetitive motions of hands and wrists.
The employee is occasionally required to stand and walk and rarely required to stoop, kneel, crouch, or crawl.
The employee must regularly lift and/or move up to 25 pounds.
Specific vision abilities required by this job include close vision, color vision, peripheral vision, and ability to adjust focus.
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
/ Work Environment: /
Normal office environment.
The noise level in the work environment is usually moderate.
/ Minimum Qualifications: /
- High school diploma or general education degree (GED) and three to six months of customer service experience and/or training and PC proficiency.
/ Certificates, Licenses, Registrations: /
- Standard organizational licensing criteria apply.
/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./
Title: Customer Service Rep (Starts 07.31.17)
Requisition ID: 1712518