Remote Overnight Care and Monitoring Agent - US – Nationwide
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 August 31, 2026.
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.
- preferred.
- 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 08.10.26. Role scheduled to start 08.31.26.
In the event a position is commission-based, compensation is solely based on the individual’s sales volume. This applies only to commission roles.
Los Angeles Applicants: Qualified applications with arrest or conviction records will be considered for employment in accordance with the Los Angeles County Fair Chance Ordinance for Employers and the California Fair Chance Act.
Philadelphia Applicants: Background checks will be conducted during the employment process. Any information will be reviewed through an individualized assessment in accordance with the Philadelphia Fair Criminal Record Screening Standards Ordinance.
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.
