Full-Time Bilingual Spanish – Quality Assurance Representative(Job Number: 1415536)
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Bilingual Spanish – Quality Assurance Representative(Job Number: 1415536)
The ADT Corporation (NYSE: ADT) is a leading provider of electronic security, interactive home and business automation and monitoring services for residences and small 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 home health services, meet a range of customer needs for today’s active and increasingly mobile lifestyles. Headquartered in Boca Raton, FL, ADT helps provide peace of mind to more than six million customers, and it employs about 17,000 people at 200 locations. More information is available at www.adt.com.
Work on an auto dialer to make contact with new customers within three to five days after new account set up is complete to establish whether the ADT alarm system installation is completed and satisfactory to the customer. Insure that the customer understands how to fully operate and utilize the alarm system, and verify all information in the computer such as address, and responsible person contact list is correct and complete.
Duties and Responsibilities:
Perform work on an auto dialer calling for new accounts to review information about the quality of installation done by the Authorized Dealer.
Ask questions from the quality assurance questionnaire/survey with customers verifying equipment is working properly
Answer customer and dealer questions that arise during QA calls.
Resolve process problems and specific customer issues by referring them back to the dealer that installed the alarm.
Provide input to supervisor to assist in developing quality standards for processes and customer contact and identifying process steps that require QA calls.
Based upon the information obtained from the customer, properly code the account with the appropriate pass or fail code.
Place customer requests on the account.
Properly code and document all accounts in Informix or QA web, which subsequently electronically transmits to the Authorized Dealer via the Dealer web.
Work at all time to provide customer service to our customers and Authorized Dealers.
Assist in the training of coworkers by doing side by sides for training and development.
Other duties as assigned
High school diploma or equivalent.
At least one (1) year of telephone customer service experience.
One year of Mastermind/Informix experience
Working knowledge of Authorized Dealer Program guidelines
Basic knowledge of Microsoft Windows.
Must type at least 40 wpm.
10 key by touch with low rate of error
Strong attention to detail and data entry accuracy
Ability to multi-task
Able to work effectively with customer and peers
Ability to work productively in a fast –paced changing environment
Ability to work effectively with customers and peers
Good oral and written communication skills
Ability to sit and work on an auto dialer in increments of 2 to 2 ½ hours using a desk with a telephone headset.
Ability to work with minimal supervision
ADT Security Services is an equal opportunity employer.
Want to learn more about ADT?
Visit us online at jobsatadt.com or on facebook.