National Multifamily Account Coordinator - ADT

Summary:

Provide world class support to our National Account Customers. Coordinate all facets of service, billing, and monitoring support. Provide leadership to the National Account Sales Team and local branch offices to succeed in meeting all Service Level Agreements and Branch Metrics.

Duties and Responsibilities:

• Serve as the primary Tier 1 support person for designated Property Managers/Properties.
• Build relationships with the Property Managers through Recalls, MFINBs, and Proactive calls.
• Serve as the primary contact for Core Property Managers seeking support.
• Escalate, track, and resolve support-related issues on specific customer properties.
• Ensure activation rate within the properties.
• Train/retrain Property Managers of specific customer properties (post initial training by CSM)
• Key metrics: Mean Time to Resolution (respond and resolve), retention, activation rate within the properties, and Net Promoter Score.
• Hold calls with Property Managers explaining the operation of their equipment and applicable services.
• Work with the branches and Monitoring department to research and resolve customer issues.
• Ensure that all customer correspondence is responded to or forwarded to the appropriate department within 24 hours of receipt in the department.
• Prepare formal correspondence in response to customer questions or concerns.
• Assist in handling customer escalations.
• Assist in tracking statistical information as needed for the department and compile data into reports that are submitted to management in a timely manner.
• Two hours of inbound phone time.
• Two hours of job’s quality control.
• Position may require mandatory overtime when necessary to meet company metrics.
• Perform all other duties and projects as assigned.

Knowledge:

• Maintain a strong knowledge of industry and company operations.
• Knowledge of all sales, installation, billing, and monitoring systems that assist in managing our business.
• Basic knowledge of accounting principles and practices.
• Knowledge of Microsoft Office (Word, Excel, Access, Outlook), Internet, and other computer applications.
• Knowledge of company policies, procedures, guidelines, and practices.

Skills:

• Must possess strong organizational skills and the ability to prioritize and maintain multiple assignments.
• Must have excellent listening skills.
• Must be able to take direction and perform tasks in an expedient manner.
• Must have good customer service and interpersonal skills.

Abilities:

• Ability to write reports, business correspondence, and procedure manuals.
• Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals.
• Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists.
• Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.

Physical Demands:

• While performing the duties of this job, the employee is occasionally required to stand; walk; sit; twist; use hands to handle; push; pull or feel; reach with hands and arms; climb or balance; stoop, kneel, crouch, or crawl; and talk or hear.
• The employee must regularly lift and/or move up to 10 pounds and occasionally lift and/or move up to 25 pounds.
• Specific vision abilities required by this job include close vision, distance vision, color vision, and the ability to adjust focus.
• Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Work Environment:

• The noise level in the work environment is usually moderate.
• Normal office environment.
• Work hours as required to support company metrics.

Minimum Qualifications:

• High School Diploma or General Education Degree (GED) and one year of experience supporting sales or service-related business.

Certificates, Licenses, Registrations:

• May be required based on requirements of certain state and local regulations.