service à la clientèle

bilingual customer service associate

gestionnaire de moyens

customer service representative

ADT by TELUS

Very little room for growth if you don’t hit every KPI you’re provided with. The company would rather tie you down than utilize skill sets that would be better suited within another area, but pushes “growth” within the company. It’s about who you know not who you are. Managers favour certain employees over others. Amazing health benefits and discounts at a lot of retailers which is why most people won’t leave. No raises within 5 years, even if you ask. You only get a raise if you move up in positions or to a new job. Starting pay is severely under the average, leveraging the health benefits and wellbeing spending accounts. You’re entitled to paid time off but they will do everything possible to make sure you don’t take it. Most job postings are internal and only for off-shore employees. If you do apply, manager referrals are needed and most managers won’t give a positive referral, even if you’re a good fit. If you want career growth, apply elsewhere. 

Well-paid, good standard benefits/vacations. Strenuous but overall great training and integration process. Very different reality once you hit the floor however. Systems/Procedures are outdated and incoherent, and immediate management is disorganized;  employees end up paying the cost (for example, by taking hits in KPIs or being expected to do overtime to complete basic job duties). Parent company (Telus) means well and makes many great-sounding promises, but is slow to act while supervisory management (ADT) gives more criticism than support, pushes unrealistic expectations, and is lacking in accountability and basic human empathy - making the day-to-day (especially working from home) highly stressful and inefficient. 

Client wait 50 min so extremely irate, getting to level 1 tech, told sorry I'll transfer you to a level 2 and wait again 20 minutes. now if 2 or 3 camera taking 20 minutes average each to reset of telling client the cost (over 100$) of a tech that is not covered by ADT. 
 supervisor offer no support, often training non tech for tech job, and bilingual aren't really bilingual.  telus bought ADT now creating a great amount of confusion and power vacuum, sadly making the place very stressful. 

I worked for ADT FT for more than 2 years as a bilingual provisioning representative. Answering the phone to mainly technicians and some customer accross all Canada, juggling with different softwares to ensure alarms settings, updating files and resolving troubleshootings.

The training was awesome.

The job itself is stimulating. I especially enjoyed the work culture: constructive, flexible and fair management, they trully care for you. The team lead is the best manager I ever had!

Amazing work culture and positive team work, I made long life friends.

Nice people and at first, a really nice place to work but very quickly the problems become apparent. The training is incomplete at best, leaving you feeling like you were setup to fail. The databases are non-existent. Meaning you can't ever easily double check a procedure to ensure no mistake (you still get a coaching of you fail though). The tools are filled with little frustrating time wasters that leave you feeling like someone is tapping your shoulder the whole time.
Terrible experience. Will be quiting soon.

What is the best part of working at the company?
Amazing team. Very comprehensive managers. Flexibility 

What is the most stressful part about working at the company?
Rush time is call after call but at ADT/Telus they care more about quality than quantity therfor treat you customers with all the time they need 

What is the work environment and culture like at the company?
Work from home available haven't ever worked from the office

What is a typical day like for you at the company?
Taking call as solving minor problems like detected which devices batteries are low ect.

At first it wasn't a hard job to do and its pretty routine, and they encourage you to ask questions when you need help, however they micro manage everything you do, you have managers from other groups  managing you and it gets confusing. If you ask for help they brush you off saying their busy and to ask someone else leaving you without help for a long time, resulting in either the techs or clients on the phone unhappy. 

Larger company, not always you will get answers in time. You have to generate the leads by yourself and ask the budget from the management to have the advertisements if you feel necessary. Benefit is pretty good in the industry, offer all most of the insurance coverage and have well being account as well, you could buy anything and get money back from the well being account.

What is the best part of working at the company?
Support from higher management in problem solving 

What is the most stressful part about working at the company?
The products mix and sales strategies 


What is the work environment and culture like at the company?
Excellent working environment and freedom of expression

They have Great benefits
Adversity 
Hybrid option work from home
Flexibile hours
Hardest part getting to know when switch management 
Hard to get ahead.  
They expect overtime 
Typical day work alone but part of team

Top Job Titles	Average salary
Service à la clientèle 4 salaries reported	$18.50 per hour
Bilingual customer service associate 3 salaries reported	$18.50 per hour
Gestionnaire de moyens 1 salary reported	$60,000 per year
Customer service representative 1 salary reported	$18.50 per hour

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