Bilingual Spanish - Customer Service Representative
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POST DATE 8/30/2016
END DATE 10/24/2016
JOB DESCRIPTIONJob Description United States-Texas-Irving Bilingual Spanish - Customer Service Representative Job Number:
1611289 Description About ADT:
ADT is a leading provider of security and automation solutions for homes and businesses in the United States and Canada. ADT's broad and pioneering set of products and services, including ADT Pulse interactive home and business solutions, and health services, meet a range of customer needs for today's active and increasingly mobile lifestyles. Headquartered in Boca Raton, Florida, ADT helps provide peace of mind to nearly seven million customers, and it employs approximately 17,000 people at 200 locations. More information is available at www.adt.com. Position Summary:
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. 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. Troubleshoot specific system operational problems encountered by customers and attempt to provide immediate solutions. Update database files and customer account information to insure accurate account information is being processed and represented. Schedule service appointments for technicians at the branch office locations via MMB or Telemar to insure efficient and effective system maintenance or component installation. Utilizing contacts within OSC when necessary to obtain the best service for the customer. Research payment history and billing via MMB Billing or Informix to determine the source of a problem and provide an immediate answer to the problem or inquiry. Use increased DOA to negotiate and aid in customer complaints, including labor disputes Work closely with local offices, OSC, CRD, or any other department or contact deemed necessary on requests that are initiated by the customer but cannot be performed by ARC. 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 Utilize FOSE principles on every call. Be able to quickly identify customers' personality by using BCL 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. Must effectively enforce company policies without alienating the customer. Will resolve customer complaints independently with minimal management involvement. Be flexible and willing to attend any new or recurrent training deemed necessary to the position. Special projects as required by management. Other duties as assigned including offline follow up work, projects, and assisting with inbound call volume Qualifications Education/Certification:
High school diploma or equivalent, is required. Experience:
Minimum 6 months experience in customer service Skills:
Outstanding customer service skills and dedication to the customer service experience while exhibiting the ARC state of mind Superior problem solving skills and an ability to work independently, outstanding written and oral communication skills and a passion for excellence is a must. Must have the ability to asses a situation, make sound judgments, and execute solutions in a timely manner Must be able to effectively adapt to accelerating changes Must be able to effectively turn defensive situations into supportive long term relationships ADT LLC is an equal opportunity employer. Want to learn more about ADT? Visit us online at jobsatadt.com or on facebook. .