Inbound Monitoring Representative

ADT; Knoxville (TN); On-site; USD 23,000 - 28,000; Full time

Benefits offered by this job

Healthcare benefits

401(k) plan & company match

Paid time off

6 paid holidays

Tuition reimbursement

Adoption assistance

Volunteer opportunities

Childcare and eldercare resources

Job summary

ADT in Knoxville, TN is hiring a Customer Service Inbound Monitoring Representative to troubleshoot customer alarms and provide basic technical support. You’ll listen to customers, resolve issues, and document alarm activity while delivering a high-quality, life-safety focused experience.

The onsite office is at 10620 Kemp Fain Ln, Knoxville, TN 37932. After training and one full calendar month in production, a hybrid schedule with two remote workdays per week may be available, based on training

Qualifications

• High school diploma or equivalent.
• Minimum of one year of customer service experience.
• Technical aptitude and problem solving skills.
• Ability to be licensed in multiple states.

Responsibilities

• Handle inbound calls related to alarm events and provide basic technical support.
• Troubleshoot devices across ADT systems and verify alarm activity.
• Document alarm handling procedures in the alarm screens.
• Update customer accounts and respond to inquiries about alarm activity.
• Explain ADT services and provide customer lifestyle solutions.
• Participate in coaching and 1:1 development time to grow your career.

Skills

Customer service

Technical aptitude

Problem solving

Multitasking

Education

High school diploma or equivalent

Job description

ADT has been in the business of helping save lives since 1874. As the #1 smart home security provider in the U.S., we help protect and connect families, businesses and larger commercial customer every day. Our continuous innovation, advanced technology and strategic partnerships deliver products and services that help protect life and valuables, whether at home, your business or on the go. And as times change, so do we. Above all, our mission is clear: we help save lives for a living. Looking for a career where you can make a real impact? Join our team today and put purpose behind your paycheck. #WeAreADT

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Check out more about life at ADT here.

As our customers’ first point of contact, you will be the friendly voice of ADT, providing an excellent customer experience by troubleshooting their problems and providing technical support. We will rely on you to listen to our customers and use your deductive reasoning skills, technical expertise, creativity and passion for helping to meet their needs – and remind them that behind our great products is a focus on the customer experience with accountable and collaborative team members ready to help them.

This role requires onsite work from our office located at: 10620 Kemp Fain Ln Knoxville, TN 37932

Once you have completed your training and spent at least one full calendar month in production, you may be eligible for a hybrid schedule, which includes two days of remote work per week. Eligibility is based on meeting the training and performance goals established by your manager.

A day in the life of a Customer Service Inbound Monitoring Representative can look like:

• Receiving inbound calls related to recent alarm events.
• Providing basic technical support and troubleshooting devices across ADT systems.
• Handling incoming alarm calls and placing outgoing calls to verify alarm activity, dispatching the proper authorities, and notifying responsible parties.
• Relaying important information about their life-safety system and services, updating customer accounts and responding to inquiries about alarm activity.
• Paying attention to detail while documenting alarm handling procedures within the alarm screens.
• Helping customers understand the ADT noble purpose and providing customer lifestyle solutions.
• Coaching, team meetings or 1:1 development time to grow and develop your career at ADT.

What’s in it for you?

• You play an important role in saving lives for a living
• Paid Training.
• Once approved for hybrid work, ADT requires:

• Designated place to work from home.
• High speed internet. DSL, Cable or Fiber internet service with the ability to hardwire via ethernet from cable modem to your PC.
• At least 25mbps to of internet to download and 15mbps to upload.

• ADT provides great, highly competitive pay, paid time off, pet insurance, and other compensation perks (401k + matching, comprehensive medical benefits, etc.). We also offer tuition reimbursement for academic pursuits, adoption assistance, volunteer opportunities, childcare and eldercare resources, and much more.
• ADT offers a shift-differential policy that provides employees with supplemental pay on top of their hourly rate during times of higher-than-average customer call volume and when working less-desirable shifts.
• Pathway to promotion. ADT provides the opportunities and skills needed to learn and train so you can explore exciting opportunities across the ADT family that will continue to challenge and empower you.

We’re looking for someone with results they are proud of like:

• High school diploma or equivalent required.
• Minimum of one (1) year of customer service experience required.
• Technical aptitude, problem solving skills and ability to prioritize multiple items at once.
• Ability to be licensed in multiple states

Pay and Benefits Disclosure:

• You will receive an hourly pay rate of $17.00 effective on your start date and incremental increases every 30 days until the rate of $20.00 is reached. You will receive an additional $1 per hour for being an onsite or hybrid employee.
• We offer employees access to healthcare benefits, a 401(k) plan and company match, short-term and long-term disability coverage, life insurance, wellbeing benefits and paid time off among others. Employees accrue up to 120 hours in their first year. Your accrual rate increases after your first year. We also offer 6 paid holidays.

The anticipated end date for application submission is 9/28/26. The role is scheduled to start 10/26/26.

In the event a position is commission-based, compensation is solely based on the individual’s sales volume. This applies only to commission roles.

Los Angeles Applicants: Qualified applications with arrest or conviction records will be considered for employment in accordance with the Los Angeles County Fair Chance Ordinance for Employers and the California Fair Chance Act.

Philadelphia Applicants: Background checks will be conducted during the employment process. Any information will be reviewed through an individualized assessment in accordance with the Philadelphia Fair Criminal Record Screening Standards Ordinance.

ADT is an Equal Employment Opportunity (EEO) Employer. We celebrate diversity and are committed to building an inclusive team that represents a variety of backgrounds, perspectives, and skills. ADT strives to ensure every employee and applicant feels valued. Visit us at jobs.adt.com/diversity to learn more.