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NAS Account Management Speciali


This is a Full-time position in Irving, TX posted June 24, 2021.

Company Overview:
At ADT Commercial, we are in the business of helping people and organizations to protect what matters most to them. Building upon ADT’s 145-year legacy, we secure the livelihoods and futures of critical commercial environments, retail location, educational campuses, healthcare facilities and financial institutions across the U.S. as an industry-leading security, fire and life safety systems integrator. We strive to have the most experienced and technically trained and talented teams in the industry, driven by excellence at every turn. At ADT Commercial, we truly believe that our people are the difference – for our organization, the customers we serve and the communities we protect. When you’re a part of ADT Commercial, you’ll have the opportunity to be a part of that difference every day. With more than 300 locations, a deep national presence, and comprehensive portfolio of solutions and services, our employees are always poised for career advancement and growth. For more information, visit or follow us on LinkedIn and Facebook.

Position Summary:

Develop and secure long-term relationships with National Account Customers. Proactively manage accounts for 1 Touch Plus National Account customers. Perform daily audits to prevent and eliminate potential security issues.
Essential Duties And Responsibilities include the following. The National Account Support Management Specialist may be expected to perform some or all of the duties listed and other duties as assigned.
  • Perform client care calls to External and Internal customers.
  • Ensure accuracy of data in Mastermind.
  • Coordinate service, and billing of National Account Customers.
  • Prepare formal correspondence in response to customer’s questions or concerns.
  • Ensure that all customer correspondence is responded to or forwarded to the appropriate department within 24 hours of receipt in the department.
  • Track statistical information as needed for the department and compile data into reports that are submitted to management in a timely manner.
  • Conduct communication meetings with External and Internal Customers on a regular basis to ensure that changes in policies, procedures and standards are disseminated in a clear and concise manner and
  • are understood by everyone.
  • Establish good working relationships with National Account Point of Contacts.
  • Perform research and client care calls to National Account holders.
  • Utilize dashboards, 1 Reports, and other resources daily to proactively manage account activity and support National Account customers.
  • Promote the full product line and services offered by ADT/Protection 1.
  • Work with NAM/AVP to provide both oral and written presentations to customers outlining quarterly 1
  • Touch Report performance, billing systems and applicable services.
  • Obtain accurate central station information required for the monitoring and service of the account.
  • Assist the installation, service, and billing departments as required.
  • Perform daily account audits and updates.
  • Make credit adjustments to accounts when necessary.
  • Work with the branches and Monitoring department to research and resolve customer issues.
  • Evaluate pending service calls daily for assigned customers and work with the appropriate branches to
  • ensure service calls are completed and moved to a “Final QC” status for billing.
  • Perform all other duties and projects as assigned.
  • Position may require mandatory overtime.
Supervisory Responsibilities:
  • Train and mentor peers, but no direct supervisory duties required.
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