Defender Direct: A Case Study

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Alexis is a customer service professional that has worked in a call center environment for two years. She worked for Defender Direct in three different roles. She started out as a Field Service/Disposition Agent dispatching technicians to job sites and called clients to check in on their service and/or verify if they are home if no one answered the door. She moved into the Shelling Agent role after 6 months. She would enter in client’s information into the ADT system and answered questions that the clients had about their equipment. She moved into the Administrative role and handled emails from ADT representatives and clients, reached data, entered in data into ADT systems and excel sheets, and was responsible to clerical responsibilities.
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