Essential Job Duties:

• Maintain a schedule of existing and pending service call activity.


• Communicate priorities, schedules, schedule changes, etc. to technicians.


• Articulate service rates and policies to customers.


• Record accurate notes for both verbal and written interactions with customers.


• Inform management of “key customer issues” including dissatisfaction, perceived lack of response, etc.


• Support outbound/proactive scheduling calls for service related issues including inspections.


• Assist technicians with customer information and pertinent system details of a pending or existing service call.


• Assist technicians that may be on-site, including but not limited to placing system on “test”, providing additional required account details, etc.


• First call resolution through cross training to resolve the customer request during the first call


• Supporting an average handle time (AHT) of 5 minutes or less. (time speaking with the customer)


• Strict adherence of response time for voicemail and e-mail messages - return calls within 30 minutes of receipt of message, return emails within 2 hours of receipt of message.

Other Duties:

• Perform other duties as requested

Knowledge, Skills, & Abilities:

• Knowledge of general billing and accounting principles


• Data entry skills


• Telephone skills


• Problem solving skills


• Technical aptitude


• Ability to clearly and effectively communicate verbally and in writing


• Ability to manage time effectively and efficiently


• Ability to multi-task


• Regular reasonably and reliable attendance

Minimum Qualifications:

• High School Diploma or Equivalent


• Possess valid driver’s license


• Must read and write in English


• Ability to prove you are authorized to work in the United States


• Proficient in Microsoft Office suite


• 2 years of Customer Service experience

Preferred Qualifications:

• Experience in high volume customer support center

Physical Demands:

• Ability to operate computer, phone and other office equipment as needed.


• Ability to work effectively using a personal computer for long periods of time


• Ability to sit/stand at workstation for extended periods of time


• Ability to read, write, speak, hear, see, think, communicate, concentrate, learn, and work


• Ability to perform the essential functions of the position with or without reasonable accommodation

ADS Security is an equal opportunity employer.  All qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, sex, age, status as a protected veteran, among other things, or status as a qualified individual with disability.

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information. 41 CFR 60-1.35(c)

See job description