Customer Service Monitoring Representative

Company Overview:

ADT has been in the business of helping save lives since 1874. As the #1 smart home security provider in the U.S., we help protect and connect families, businesses and larger commercial customer every day. Our continuous innovation, advanced technology and strategic partnerships deliver products and services that help protect life and valuables, whether at home, your business or on the go. And as times change, so do we. Above all, our mission is clear: we help save lives for a living. Looking for a career where you can make a real impact? Join our team today and put purpose behind your paycheck. #WeAreADT ​

Check out more about life at ADT here.

Why Choose ADT?
At ADT, it’s more than a job, it’s a noble purpose that defines us. We are the leading provider of electronic security, interactive home and business automation and monitoring services for residences and small businesses in the United States. Every employee, from our executive leadership team to our support centers are united under one noble purpose, we help save lives for a living. We are everyday heroes. You are doing more than earning a paycheck, you’re in an important role that makes an impact in the lives of our customers every single day. Join a company of individuals with passion, commitment, drive and ambition, using and developing our talents for good at work, home and our communities.

Major Responsibilities:

We have an exceptional career opportunity for a Hybrid Customer Service Monitoring Representative.

An Customer Service Monitoring Representative is responsible for monitoring and dispatching proper authorities for residential and small business alarms as well as contacting appropriate responsible parties. This role is a pivotal part of our noble purpose to help save lives and is the first step in helping protect our customers when an alarm signal is received. 

***This role requires a Hybrid schedule of 2 days remote and travel 3 days to work from our office located at:

285 Thruway Park Dr. West Henrietta, NY 14586***

A day in the life of a Customer Service Monitoring Representative can look like:

• Handling incoming alarm calls and placing outgoing calls to verify alarm activity, dispatching the proper authorities, and notifying responsible parties.


• Paying attention to detail while documenting alarm handling procedures within the alarm screens.


• Completing alarm processing in accordance with departmental procedures.


• Providing alarm reset instructions and basic troubleshooting to customers during outbound alarm calls and inbound alarm call backs.


• Receiving inbound calls related to alarm call back inquires.

When you commit to us—we commit to you. Our employees receive a comprehensive, full benefits package that includes:

• Paid virtual training – some in-person attendance may be required based on business needs.


• VDI training requirements:


• 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

What’s in it for you?

• You play an important role in saving lives for a living


• ADT will provide all necessary equipment and resources to allow you to be successful in your roles, which includes paid on the job training


• 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.

Pay and Benefits Disclosure: The pay range for this role is $16.00 an hour, and is based on experience and qualifications. 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.

We’re looking for someone with results they are proud of like: 

• High school diploma or equivalent required


• Minimum of six (6) months of customer service experience required


• Ability to be licensed in multiple states


• Technical aptitude, problem solving skills and ability to prioritize multiple items at once

ADT is an Equal Employment Opportunity (EEO) Employer. We celebrate diversity and are committed to building an inclusive team that represents a variety of backgrounds, perspectives, and skills. ADT strives to ensure every employee and applicant feels valued. Visit us at jobs.adt.com/diversity to learn more.​