SXX-042 | Agent, Agency Monitoring Support

SXX-042 | Agent, Agency Monitoring Support

21 Mar
|
ADT Security Services
|
Montréal

21 Mar

ADT Security Services

Montréal

Company overview:

ADT is a leading provider of security and automation solutions in Canada for homes and businesses, people on-the-go and their network. Making security more accessible than ever before, and backed by 24/7 customer support, ADT delivers same-day service and live answer within seconds in customer operations, helping customers feel more safe and empowered. More information is available at www.adt.ca .



Position summary:

Under the supervision of the Team Manager, Agency & Monitoring Support, the employee monitors and improves the quality of patrol and guard services, consolidates patrol services billing, disputes and claims false alarms with police departments,

conducts activities in order to prevent false alarms and provides administrative support.



Duties and responsabilities:

Perform Quality Monitoring on patrol agencies to ensure quality service levels are met



Act as liaison for questions in regard to the agencies



Maintain and manage keybox responsibilities



Appeal/dispute false alarm fines from various agencies on behalf of the customer within the time allowed as per bylaw.



Validate agency invoices and make any necessary adjustments



Work with analysts from various agencies on dispute decisions as required



Analyze claims/disputes, communicate results with the customer and provide appropriate recommendations



Correct errors in customer files or specification sheets while conducting the various types of research



Manage agencies by indexing, coding and updating information about their rates



Maintain and update ADT Canada agency information



Obtain and study regulations of various municipalities with regard to having a security system (permits, false alarm penalties) and process municipal permit where applicable



Provide from existing approved documentation customer supporting documents related to any bylaw modification



Perform quality control on all analyzed files, notify and recommend measures to reduce false alarms and realize incident reduction opportunities.



Provide support for regional Authorized Agent’s concerning monitoring service inquiries.



Consolidate and validate invoices from outsourced monitoring companies



Carry out all other tasks inherent to the job and/or requested by the immediate supervisor



Education:

High School Diploma



Experience:

Knowledge of Monitoring Station procedures



1 year Experience in a monitoring station, 1 year of experience in Customer service or other equivalent experience



Knowledge of police department procedures and contestation methods (different police departments) is an asset



Skills:

Bilingualism



Excellent oral and written communication skills



Strong customer service focus



Analytical skills



Negotiation skills



Call resolution and de-escalation skills



Ability to conduct research



Effective organizational skills



Time Management



ADT by TELUS provides equal access to employment opportunities for all applicants and employees in accordance with applicable federal and provincial laws, without regard to race, ancestry, place of origin, color, ethnic origin, citizenship, creed, sex, sexual orientation, age, marital status, family status or disability or any other characteristic protected by provincial or federal law.



ADT by TELUS is committed to treating all people in a way that allows them to maintain their dignity and independence. We believe in integration and equal opportunity. Accommodations are available upon request for all applicants with a disability throughout the recruitment process. Please contact Human Resources at [email protected] if you require accommodation. We will work with all applicants to accommodate their individual accessibility needs.

The original job offer can be found in Kit Job:
https://www.kitjob.ca/job/13520125/sxx-042-agent-agency-monitoring-support-montreal/?utm_source=html

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