[Hiring] Overnight Care and Monitoring Agent @ADT

Role Description

The Overnight Care & Monitoring Representative position combines alarm monitoring responsibilities with customer care and basic to advanced troubleshooting to ensure a positive customer experience during overnight hours. This position plays a critical role in protecting our customers by monitoring alarm activity, dispatching appropriate authorities when needed, and providing exceptional customer support.

This role begins August 31, 2026.

• Work in a dynamic, collaborative environment supporting customers and teammates.
• Handle inbound and outbound customer calls related to:
  • Basic to advanced troubleshooting
  • Billing
  • Alarm activity
  • General customer inquiries
• Navigate multiple applications and systems while prioritizing tasks in a fast-paced environment.
• Use strong problem-solving skills to resolve customer concerns and de-escalate situations when needed.
• Assist customers with alarm system, security, and home automation questions.
• Monitor and process residential and small business alarm signals.
• Dispatch appropriate emergency authorities and notify responsible parties when required.
• Accurately document alarm activity and customer interactions in company systems.
• Complete all alarm and customer care activities in accordance with departmental procedures.
• Handle calls from VIP customers and our custom homes division, including celebrities and corporate board members.

Qualifications

• High school diploma or equivalent required.
• Minimum of 1 year of call center experience required.
• Minimum of 1 year of troubleshooting experience required.
• Strong communication and customer service skills.
• Ability to multitask across multiple systems and applications.
• Excellent problem-solving and organizational skills.
• Ability to work independently and in a fast-paced, constantly changing environment.
• Ability to remain calm and focused during emergency situations.
• Reliable, dependable, and committed to regular attendance.

Benefits

• Play an important role in helping save lives.
• Paid training and ongoing development opportunities.
• Competitive pay and comprehensive benefits package.
• 401(k) with company match, medical benefits, paid time off, and additional employee programs.
• Career growth opportunities throughout the ADT organization.
• Shift differential opportunities for overnight schedules.
• Starting pay of $18.00 per hour with a .50 increase in pay every 30 days until reaching $21.00 per hour.
• Access to healthcare benefits, a 401(k) plan and company match, short-term and long-term disability coverage, life insurance, well-being benefits, and paid time off.
• Employees accrue up to 120 hours in their first year, with an increased accrual rate after the first year.
• 6 paid holidays.