Inbound Monitoring Representative

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: 285 Thruway Park Dr, West Henrietta, NY 14586

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 7/06/2026.   The role is scheduled to start 8/03/2026.