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 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.