Remote Overnight Care and Monitoring Agent

Position Summary:
ADT has been helping save lives since 1874. As the #1 smart home security provider in the U.S., our mission is simple: we help save lives for a living. 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 11/23/26.

Duties and Responsibilities:

• 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, and 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.

** Note: As part of this specialized overnight team, at times you will also handle calls from VIP customers as well as our custom homes division; this can include 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.

Why join ADT?

• 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.

Pay and Benefits Disclosure:

The starting pay for this position is $18.00 per hour with a .50 increase in pay every 30 days until you reach $21.00 per hour. We offer employees 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, 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.

Anticipated application deadline for role: 10.23.26. Role scheduled to start 11.23.26.