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Technical Assistance Representative ADT West Henrietta,



Any experience




Job Type :




Job category


Customer Service/Call Center

Apply before :


Wed Feb 26, 2020
Posted Date


Fri Feb 14, 2020

Job Summary

ADT Inc.(NYSE: ADT) is a leading provider of security and automation solutions in the United States and Canada, protecting homes and businesses, people on-the-go and digital networks. Making security more accessible than ever before, and backed by 24/7 customer support, ADT is committed to providing superior customer service with a focus on speed and quality of responsiveness, helping customers feel safer and empowered.

Job Description


Hiring Event!!

Meet ADT at RochesterWorks!

When: Tuesday, February 25th from 10am – 1pm

Where: 255 North Goodman St, Rochester, NY 14607

RochesterWorks! is excited to have both Recruiter & Hiring Managers from ADT onsite, recruiting for a variety of full-time positions.

CLICK HERE to view event flyer



  1. Resolve customer issues with the highest level of professionalism and integrity to ensure customer satisfaction and retention. Collaborate with other business units to retain accounts that might otherwise have been cancelled.

  2. Process in-bound and outbound calls to the point of resolution, including but not limited to customer service inquiries, complaints and requests for assistance pertaining to system use, maintenance and customer account information.

  3. Troubleshoot specific system operational problems encountered by customers and attempt to provide immediate solutions.

  4. Update database files and customer account information to insure accurate account information is being processed and represented.

  5. Schedule service appointments for technicians at the branch office locations to insure efficient and effective system maintenance or component installation. Utilizing contacts within Operations Support Center when necessary to obtain the best service for the customer.

  6. Research payment history and billing to determine the source of a problem and provide an immediate answer to the problem or inquiry.

  7. Use increased parameters to negotiate and aid in customer complaints, including labor disputes

  8. Work closely with local offices or any other department or contact deemed necessary on requests that are initiated by the customer but cannot be performed by ARC.

  9. Support peers through sharing of best practices and encouragement which includes but is not limited to actively participating in Team Meetings, Group Chat, and Blogs while exhibiting an overall positive attitude

  10. Utilize principles on every call. Be able to quickly identify customers’ personality by using techniques and adapting to compliment customers’ traits. Must be able to handle escalated situations through confidence in decision making, empathy, courtesy and concern for the customer and their issue.

  11. Must effectively enforce company policies without alienating the customer.

  12. Will resolve customer complaints independently with minimal management involvement.

  13. Be flexible and willing to attend any new or recurrent training deemed necessary to the position.

  14. Special projects as required by management.

  15. Other duties as assigned including offline follow up work, projects, and assisting with inbound call volume.


  1. High School diploma or equivalent required

  2. 3+ years’ experience in technical support (preferably in call center)

  3. Ability to adapt to accelerating changes

  4. Ability to effectively turn defensive situations into supportive long-term relationships

  5. Ability to multitask (type while talking) (maneuver multiple computer programs)

  6. Examples of times where you exceeded performance expectations

  7. Ability to take and compete online assessment

  8. Reliable transportation (not on a bus line)

  9. Ability to complete drug test

  10. Ability to complete background check

How to Apply

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