ADT Security Services, Inc. Associate II.CustCare (Alarm Mon Rep) - Irving, TX - Starting 10.23.17 in Irving, Texas

/Position Summary:/

Receive incoming alarm signals from commercial subscriber and multi-family dwelling accounts. Evaluate and interpret incoming signals to determine the proper response to the alarm. Follow appropriate Monitoring policy and procedures as mandated by Protection One for all dispatches and customer communications, as related to the alarm system.

/Essential Duties And Responsibilities/ include the following. To perform this job successfully, the Commercial Accounts Representative I may be expected to perform some or all of the duties listed.

  • Responsible for promoting and maintaining positive customer relations by responding to customer inquiries and solving problems.

  • Responsible for defusing upset customers and maintaining composure in potentially life threatening or conflictive situations.

  • Responsible for communicating company policy and procedures to customers as it applies to work situations.

  • Respond to incoming alarm signals from commercial and multi-family dwelling accounts; informing account subscribers of alarm activity by contact and/or dispatching the appropriate response agencies.

  • Respond to inbound calls from customers to cancel emergency authority.

  • Responsible for making scheduling adjustments to subscribers open/close and holiday schedules.

  • Communicate and implement Monitoring policies and procedures for daily goals and tasks.

  • Respond to all monitoring, customer service, data entry, billing, technical/trouble-shooting issues as related to the alarm system.

  • Process requests from commercial and multi-family dwelling accounts for account information and passcards.

  • Responsible for prioritizing workload as alarm and call activity changes.

  • Performs all other duties and projects as assigned.

  • Position requires weekend, holiday and shift work and may require mandatory overtime.


  • Knowledge and extensive understanding of Company products and policy/procedures required.

  • Knowledge and understanding of state of the art technology for alarms/phones/gates.

  • Knowledge of the company and how to utilize all company resources.

  • Knowledge of and a proficiency in using Computer and Microsoft Office applications (Word, Excel, Access, Outlook), Internet Explorer, and MasterMind.

  • Acquire and maintain a top-line knowledge and understanding of the general multi-family market and competition.

  • Acquire and maintain extensive knowledge of all required computer programs, spreadsheets, etc. to insure a high level of customer support.


  • Excellent time management, planning and forward-thinking skills.

  • Self-motivated and a professional attitude.

  • Excellent communication and listening skills.

  • Excellent teambuilding, customer service, and interpersonal skills.

  • Must posess good decision making skills, be very organized and detail oriented.

  • Must possess good situational awareness at all times.


  • 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, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals.

  • Ability to compute rate, ratio, and percent and to draw and interpret bar graphs.

  • Ability to apply common sense understanding to carry out detailed but uninvolved written or oral instructions.

  • Ability to deal with problems involving a few concrete variables in standardized situations.

  • 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 and hear.

  • The employee must regularly lift and/or move up to 10 pounds and occasionally lift and/or move up to 25 pounds.

  • Specific vision abilities required by this job include close vision, distance vision, color vision, and ability to adjust focus.

  • Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

/Work Environment:/

  • The noise level in the work environment is usually moderate.

  • Must be able to work varied shifts, weekends, and holidays as necessary.

/Minimum Qualifications:/

  • High School Diploma or General Education Degree (GED) and six months to one year customer oriented experience, preferably in a call center environment.

  • Some college preferred.

/Certification, Licenses, Registrations:/

  • Must be able to pass a monitoring licensing exam.

  • Must be able to be licensed in appropriate states.

/As of April 2017, Protection 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: Associate II.CustCare (Alarm Mon Rep) - Irving, TX - Starting 10.23.17

Location: Texas-Irving

Requisition ID: 1714490