ADT by TELUS is a leadingprovider of security and automation solutions in Canada for homes andbusinesses, people on-the-go and their network. Making security more accessiblethan ever before, and backed by 24/7 customer support, ADT by TELUS delivers same-dayservice and live answer within seconds in customer operations, helpingcustomers feel more safe and empowered. More information is available at www.adt.ca.
The Customer Care Representative is responsible for all residential, small business, commercial inbound phone calls consisting of technical troubleshooting and testing, account updates and history inquires while focusing on first contact resolution and customer retention.
Duties and Responsibilities:
Handle incoming and outgoing calls from customers
Identify and resolve basic alarm system technical issues by identifying known causes by using the process of elimination
Provide clear and concise technical information to customers
Differentiate between product features and functionality in order to resolve customer inquiries
Effectively evaluate the need for a service technician to physically resolve the problem and create, schedule and close service jobs
Educate and guide the customer through our web tool and educate them on self-serve options
Remember and apply various standard operating procedures
Support customer billing inquiries as it relates to their invoices, services, pay cycles, payment types, researching disputes, resolving issues and accounts receivables
Navigating through various systems and tools
Identify, resolve and clarify any billing related issues and provide clear explanations to customers
Process customer payments and manage customer billing data as required
Identify and notify customers of overdue amounts on their accounts
Ensure data entry related to customer requests and internal data and governance guidelines
Other duties as assigned
- High school degree
1-2 years experience
Bilingual English and French
Ability to work within a team
Advanced written and verbal communication skills English and French
Able to clearly communicate technical information
Analytical skills and problem solving
Customer service oriented
Ability to work in a fast paced and structured environment
Ability to multitask
Must have key boarding and software knowledge
ADT by TELUS provides equalaccess to employment opportunities for all applicants and employees inaccordance with applicable federal and provincial laws, without regard to race,ancestry, place of origin, color, ethnic origin, citizenship, creed, sex,sexual orientation, age, marital status, family status or disability or anyother characteristic protected by provincial or federal law.
ADT by TELUS is committed to treatingall people in a way that allows them to maintain their dignity and independence.We believe in integration and equal opportunity. Accommodations areavailable upon request for all applicants with a disability throughout therecruitment process. Please contact Human Resources at firstname.lastname@example.org ifyou require accommodation. We will work with all applicants toaccommodate their individual accessibility needs.
Why Work Here?ADT is a leading provider of security and automation solutions in the United States and Canada for homes and businesses, people on-the-go and their network. Making security more accessible than ever before, and backed by 24/7 customer support, ADT delivers same-day service and live answer within seconds in customer operations, helping customers feel more safe and empowered. More information is available at www.adt.ca.
Our culture is based on collaboration, career development and our commitment to excellent customer service.