Remote Home Health Alarm Monitoring Agent

ADT Commercial; Knoxville (TN); Remote; USD 60,000 - 80,000; Full time

Job summary

A leading security services company is hiring a Remote Home Health Alarm Monitoring Agent. This role involves responding to emergency alerts, assisting senior citizens, and troubleshooting device issues. Ideal candidates should have excellent communication skills and a high school diploma. The position offers a pay range of $18.25 to $23.13 per hour and includes various benefits. The anticipated start date is September 2, 2025.

Benefits

Healthcare benefits

401(k) plan with company match

Paid time off

Qualifications

• Ability to respond to emergency signals effectively.
• Capable of troubleshooting customer device issues.
• Strong organizational skills and attention to detail.

Responsibilities

• Respond to alarm signals from customers.
• Verify customer needs and arrange necessary assistance.
• Handle various customer queries via phone.

Skills

Customer service for Senior Citizens

Excellent communication skills

Ability to maintain performance under stress

Multitasking

Problem solving

Typing speed of at least 35 wpm

Familiarity with Google Maps and Chrome

Education

High school diploma or equivalent

Tools

MMB

MMMe

Job description

Remote Home Health Alarm Monitoring Agent

Pay $18.25 - $23.13 / hour

Employment type Full-Time

Job Description

Req#: 3017111

Position Summary:

ADT Health Team Members are responsible for responding to all ADT Health Department Alarm, Outbound and Inbound Call activities. Team Members play a dual role via swivel chair, monitoring and dispatching proper authorities for companion alarms and contacting appropriate responsible parties as well as answering all inbound calls.

Due to licensing requirements, you must be located within a 2 hour radius from one of our contact center locations:

• 8880 Esters Blvd Irving, TX 75063
• 10401 Deerwood Park Blvd, Bldg 2, Jacksonville, FL 32256
• 800 East Waterman Wichita, KS 67202
• 10620 Kemp Fain Ln Knoxville, TN 37932
• 285 Thruway Park Dr., West Henrietta, NY 14586

Responsibilities:

• You will work in a dynamic, collaborative environment, working closely with customers and coworkers.
• Respond to incoming alarm signals from customers which allow elderly, home-bound disabled customers access to emergency medical service/PD when needed.
• Verify the customer’s need for emergency assistance and when necessary, arrange for the dispatch of Paramedics / EMS/ PD services.
• Handle all incoming phone calls from customers and technicians. Inbound calls can relate to Troubleshooting, Account Management, Billing concerns as well as de-escalation.
• Troubleshoot customer’s unit problems to include phone line problems, power problems, phone splitter connection, and RF issues in customers’ home.
• Ability to use 3-4 programs during one customer interaction while handling volume.
• Create actions or send emails for customer follow up.
• Ability to critically think based on each scenario, use resources, and have strong comprehensive skills since this role has a lot of grays. Must be willing to ask for help when needed.
• As appropriate, inform contact personnel designated by the customer.
• Provide follow-up on all incidents requiring the dispatch of proper authorities.
• As needed, take appropriate action on non-emergency signals, example power company, taxi, and pharmacy.
• Perform various data entry, discontinue service, or make changes in customer specific information.
• Perform other duties as assigned by Team Manager, Team Lead, or Unit Manager.

Education/Certification:

• High school diploma or equivalent, is required.

Shift Schedules:

• The shift schedules for this remote role include Evening to Overnight shifts, with two consecutive midweek days off.

Knowledge, Skills, and Abilities:

• Desire and ability to provide excellent customer service for Senior Citizens and/or disabled customers
• Excellent communication skills
• Ability to maintain performance during high stress emergency situations
• Ability to assess a situation, make sound judgments, and execute solutions in a timely manner
• Meeting or exceeded performance expectations and currently in good standing with ADT
• Able to type at least 35 wpm
• Proficiency with MMB, MMMe, Google Maps, Chrome
• Strong organizational skills
• Strong ability to multitask
• Designated place to work from home in a private space.
• High speed internet with the ability to hardwire via ethernet from cable modem to your PC. A minimum of 25mbps download and 15mbps upload.

Pay and Benefits Disclosure: The pay range for this role is $18.25 - $23.13 an hour and is based on experience and qualifications. 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.

The anticipated end date for application submission is August 1, 2025. The role is scheduled to start Tuesday September 2, 2025.

About the company

ADT Commercial can provide a custom integrated security solution to help cover all your locations - inside and out. Our local teams will tailor your systems to meet the specific needs of each facility.

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