Title: Customer Service Monitoring Representative Location: Irving United States Job Description: JobID: 3019667 Category: JobSchedule: Full time JobShift: 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: A 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 onsite work from our office located at: 8880 Esters Blvd, Irving, TX 75063* 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 Monitoring Representative can look like: - You will work in a dynamic, collaborative environment, working closely with customers and coworkers. - 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: 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 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 Pay and Benefits Disclosure: - The starting hourly rate for this position is $17.00 per hour and will reach $19.00 per hour after 180 days of employment. (You will receive incremental increases every 30 days until the rate of $19.00 is reached). - You will receive an additional $1.00 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.

Title: Customer Care Supervisor Location: Phoenix United States Job Description: We are Farmers - where ambition meets opportunity. At Farmers, we're not just known for unforgettable jingle - we're a team with a passion for purpose and making a real difference in people's lives. We deliver peace of mind when it matters most. Our results-driven, high-performance culture thrives on creativity, accountability and bold solutions. Here, growth isn't just a goal - it's a way of life for both the organization and every individual on our team. We tackle challenges head-on, learn from every experience and measure our impact on the customers who trust us. Join an award-winning, equal opportunity employer, where you'll find more than a job - you'll find a supportive community. Enjoy competitive benefits, take part in meaningful volunteer projects, and help shape the future alongside talented colleagues across all backgrounds. At Farmers, helping others is at the heart of what we do. Ready to make your mark? Discover our vibrant culture and explore career opportunities at www.Farmers.com/careers/corporate. Connect with us on Instagram, LinkedIn and TikTok, and let's build something incredible together! Workplace: Hybrid ( #LI-Hybrid ), Remote ( #LI-Remote ) Farmers believes in a culture of collaboration, creativity, and innovation, which thrives when we have the ability to work flexibly in a virtual setting as well as the opportunity to be together in person. Our hybrid work environment combines the best of both worlds with at least three (3) days in office and up to two (2) days virtual for employees who live within fifty (50) miles of a Farmers corporate office. Applicants beyond fifty (50) miles may still be considered. Job Summary Do you thrive on building meaningful connections and delivering exceptional customer experiences? Are you a natural leader who inspires teams to exceed expectations? If so, this opportunity is calling your name. Join us and lead a high-performing team where your passion for service and leadership truly makes a difference. - This role sits within the Service Operations line of business and is not aligned to a specific brand. Inviduals will be aligned to a specific brand within Service Operations at a later date post hiring. - Supervises assigned team of representatives to deliver pristine customer experiences through timely inquiry resolution. Deliver real-time, individualized coaching to improve representative and team performance in support of company goals. - Focuses on risk acceptability guidelines and favorable profitable business results. - Effectively communicate company strategies related to products and philosophies to team members and monitors team's understanding. - Maintains risk selection and financial control integrity by reviewing and analyzing individual team member performance. - Inspires, develops and mentors assigned team members, and employees in other units as requested. Hours of Operation: This role will work non-standard hours, which includes nights and weekends. Licensing: This role will require P&C licensing post hire if the individual does not possess the license. Hybrid/Remote: If an individual is located within 50 miles of a hub location, they will be required to work a hybrid schedule. Applicants beyond fifty (50) miles may still be considered. Essential Job Functions - Monitors all aspects of team performance, including but not limited to, customer experience, work product quality, efficiency, and compliance with established company and regulatory guidelines. - Creates and implements plans to constantly improve team performance and develop individual team member skill sets. - Accountable for ensuring team members meet individual and team performance goals. - Responsible for regularly communicating individual performance to each team member and providing team performance information to assigned Manager or Director. - Interacts with and responds to customer inquiries as requested. - Partners with other leaders (within and across sites) to develop, pilot and execute improvements (example, process, quality, defect reduction, lead special projects). - Maintains thorough, up-to-date, working knowledge of established procedures, methods, contractual provisions, and regulatory requirements. - Continues to build personal skill set by participating in in-house or outside in surance / industry-related courses / seminars as deemed necessary to expand product / system/ process knowledge. - Understands, supports, and advocates organization's overall strategy. - Models, promotes and advocates Farmers core values. - Performs other duties as assigned. - CORE COMPETENCIES: - Business Results - sets the standard for individual performance, metrics and goals while contributing to the overall success of the department. - Innovation - identifies, suggests and contributes to innovative process changes to support business practices and organizational strategy. - Communication- adapts communication style to audience. Uses communication to clarify, persuade and influence audience. - Job Knowledge- advanced understanding of contact center processes and customer needs. - Team Work- seeks and accepts feedback to/from others to reach full potential and achieve company goals. Looks for opportunities to improve individual and company performance by identifying and implementing best practices. - Leadership- Pursues informal and formal opportunities to inspire, develop and mentor other employees. Education Requirements - High School Diploma or equivalent required. - Bachelor's degree preferred. Experience Requirements - Experience working as a Supervisor within a P&C Insurance Call Center highly preferred. - Ability to work under pressure in a fast-paced and complex environment. - Related experience in a senior service support role required. Physical Actions This role, whether performed virtually or in an office setting, will include normal and customary distractions, noise, and interruptions. Sits or stands for extended periods of time, up to a full work shift. Occasionally reaches overhead and below the knees, including bending, twisting, pulling, and stooping. Occasionally moves, lifts, carries, and places objects and supplies weighing 0-10 pounds without assistance. Listens to, interprets, and differentiates auditory information (example others speaking) at normal speaking levels with or without correction. Visually verifies and reads information. Visually locates material, resources and other objects. Ability to continuously operate a computer for extended periods of time, up to a full work shift. Physical dexterity sufficient to use hands, arms, and shoulders repetitively to operate keyboard and other office equipment up to a full work shift. Benefits - Farmers offers a competitive salary commensurate with experience, qualifications and location. - Bonus Opportunity (based on Company and Individual Performance) - 401(k) - Medical - Dental - Vision - Health Savings and Flexible Spending Accounts - Life Insurance - Paid Time Off - Paid Parental Leave - Tuition Assistance - For more information, review "What we offer" on https://www.farmers.com/careers/corporate/#offer Job Location(s): US - AZ - Phoenix, R_US - United States, US - KS - Kansas City, US - MI - Grand Rapids, US - OH - Dayton Anticipated application deadline: At Farmers, the recruitment process is designed to ensure that we find the best talent to join our team. As part of this process, we typically close open positions within 8 to 21 days after posting. If you are interested in any of our open positions, we encourage you to submit your application promptly. Farmers will consider for employment all qualified applicants, including those with criminal histories, in accordance with the Los Angeles Fair Chance Initiative for Hiring Ordinance or other applicable law. Pursuant to 18 U.S.C. Section 1033, Farmers is prohibited from employing any individual who has been convicted of any criminal felony involving dishonesty or a breach of trust without prior written consent from the state Department of Insurance. Farmers is an Equal Opportunity Employer and does not discriminate in any employer/employee relations based on race, color, religion, gender, sexual orientation, gender expression, genetic information, national origin, age, disability, marital status, military and veteran's status, or any other basis protected by applicable discrimination laws. Want to learn more about our culture & opportunities? Check out www.Farmers.com/careers/corporate and be sure to follow us on Instagram, LinkedIn, and TikTok.

• Support the sales team with lead tracking and updates • Follow up with clients to confirm bookings • Maintain CRM accuracy and data integrity • Coordinate between customers and operations • Help achieve monthly booking targets

• Ensure an exceptional end-to-end client experience across all managed IT services • Serve as a primary point of contact for assigned managed services clients • Monitor client satisfaction across service desk interactions, projects, and ongoing support • Proactively communicate service status, escalations, and resolutions • Coordinate with Service Desk, NOC, Engineering, and Project teams to ensure seamless service delivery • Track and manage SLAs, response times, and resolution metrics • Identify recurring issues, trends, and improvement opportunities • Conduct regular client check-ins, QBRs, and service reviews • Ensure accurate documentation of client interactions, feedback, and action items in CRM/PSA tools • Advocate for client needs internally while aligning expectations with contractual scope • Support onboarding of new managed services clients • Assist in renewal readiness by identifying risks and opportunities for service enhancement