Work From Home Technician Scheduler

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. Position Summary: The Operations Support Scheduling Dispatcher (ADT uses the job title of 'Productivity Specialist') is responsible for the coordination of field technicians' daily schedule. Performing of various identified administrative functions are centralized to the Productivity Specialist in order to promote local ADT branch field time, business efficiency and support of business processes and best practices. Field technicians are dispatched to customer's homes to install new ADT alarm systems or to perform repair work on existing ADT customer sites. The Productivity Specialist is assigned a particular geographic area within the United States and provides support to a particular identified set of local ADT branches, including but not limited to field technicians and local ADT managers. Prioritization of jobs in each of the technician's area through both knowledge of the area supported and independent decision making techniques are basic requirements of this role. In order to be successful in this role, the following qualities have been identified as critical assets: adaptability, problem solving and decision making skills, multi-tasking as well as the ability to build relationships quickly with internal customers supported remotely. The Productivity Specialist will work in a team atmosphere that is fast paced and agile to a changing environment.Major Responsibilities: Balancing technician schedule efficiency and productivity given customer expected arrival times Ensuring customer appointment times are me Reprioritization of jobs as required to meet customer commitments Providing timely customer notification on appointment changes or delays Strategic planning of schedule concerning technician skill set, training and time off Problem solving of scheduling exceptions brought forth such as sooner requests, pending requests and escalated customer inquiries Providing of daily communication between technicians, customers, management and other ADT support centers through various communication channels Dispatch of technicians to emergency customer requests after hours and facilitation of technician timely response Various administrative duties such as on time arrival tracking, in order to best support local branches and promote an increase level of customer satisfaction. Skills: Strong communication and customer service skills. Strong analytical/problem solving skills. Ability to "multi-task" at an efficient Speed. Basic Data entry/typing skills. Computer/MS Windows knowledge strongly desired. 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.