Pros
WFH, they pay you, thats it
Cons
MICRO MANAGING Care about your employees No Sick days Stop treating Leads and managers like slaves its 2024 Improve and update your knowledge Base Train your leads in actual LEADERSHIP SKILLS AND PROFESSIONALISM improve the sales process since all that matters to you are sales, it shouldn't take 212 clicks and power points to make a sale or have access to prices and log a call customer service should be your first priority not your last Stop lying to employees and candidates about expectations as far as stats and the work your expected to perform Treat your employees better Reform your departments ECSPECIALLY the customer service department upgrade your equipment desktops are archaic ADT is a billion dollar company, weekly system outages shouldn't be the norm Your TRAINORS ARE THE WORST SET OF PEOPLE i have ever been in virtual contact with They talk down to trainees they talk about them to their faces Telling someone they dont have the human right to use the bathroom or go to break and lunch is unacceptable, this is not a prison, or at least i thought it wasnt im pretty sure using someone's PTO without communication or the slightest of notice is illegal somewhere They don't care about their employees No leadership or communication amongst the team Training is abysmal, not enough actual training, Trainor's are unprofessional and verbally abuse trainees Your asked to bring your equipment during training twice, desktop monitor everything for hands on training, nothing was available for this at the sites. One of the managers once said " we don't care about your kids we need you in your seats taking calls" you will be written up When i got out of training, you are given LMS's to take and learn. Your supposed to take these while on the calls, they don't give you anytime for this. Your not learning anything in between calls. 10 hours of PTO once a month They use your PTO without telling you They ignore all your feedback the systems go down every week helping customers goes against you if you send a truck out The customer service team is terrible and will set up appts for people in wheelchairs and elderly who don't understand technology they don't care about customers you don't have time to do anything you are forbidden to use the restroom or you will be terminated if you take days off (if you get approved) you will be terminated its the wild wild west, no help I've had someone tell me your on your own I'm going home then hung up, and this is from the upper management that is to help you on calls if you need it. there is no leadership your on your own the stats are all stacked against you, the following things lead to termination: sending a tech to help on the phone for more than 30 mins (your told to tell the customer to reschedule or send a tech (WHICH IS hundreds of dollars and hang up on them) If a customer calls back within 30 days after speaking to you for ANYTHING you are forced to say scripts that prolong the call, then you are HEAVILY MICRO MANAGED... HEAVILY CONSTANT MESSAGES CALLS WHILE YOUR HANDLING the call your on your asked to get 14 resolves a day( but its a scam only specific circumstances count as a resolve) the list goes on but for the sake of this review. ill stop here. Nothing stated here is untrue or fabricated. The interview process THEY LIE TO YOU THE WHOLE TIME ON YOUR EXPECTATIONS AND THE JOB ROLE. if you value your mental health don't bother working here. Its not worth it. Its IMPOSSIBLE TO BE PROUD OF WORKING FOR ADT.