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Why Work For Us?

+ Great Pay - opportunity to participate in AAA discretionary annual incentive plan or other incentive plans depending upon position

+ 401k Matching – $1 for $1 company match up to 6% of eligible earnings per pay period

+ Benefits – Medical, Dental, Vision, wellness program and more!

+ Paid Holidays

+ Paid Time Off – Team Members accrue paid time off monthly. Depending on position, an additional 24 hours per year are earmarked for volunteer activities.

+ Collaborative Environment – AAA will value your contribution to providing exceptional service to our members

+ Free AAA Classic Membership

+ AAA Product Discounts

+ Tuition Reimbursement Program

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The Smart Home Specialist II is responsible for our Member experience. The person will monitor life safety systems, handle general service, technical and billing inquiries, manage data information, initiate cancellation/retention activity, and act in a mentoring capacity as part of our career development program.

RESPONSIBILITIES/JOB DUTIES

+ Respond in a timely manner to requests from Members.

+ Responsible for researching and analyzing customer accounts to provide proper resolution to Member concerns.

+ Monitors incoming alarm and maintenance signals using established protocol.

+ Documents events as they take place with speed and accuracy in the alarm monitoring software.

+ Responsible for basic technical equipment and software troubleshooting.

+ Maintains high call quality standards at all times to ensure we are delivering legendary Member experiences.

+ Resolves Member escalations.

+ Enter new AAA members’ information into three different software systems efficiently and accurately.

+ Update member information when necessary.

+ Responsible for handling cancellation requests in an attempt to reduce attrition.

+ Performs other job duties, as assigned.

+ Mentor Smart Home Specialists

+ Makes recommendations for process improvement

+ Handles special projects

Knowledge/Skills/Abilities

+ Strong written and verbal communication skills

+ Strong desire to help customers

+ Strong listening skills with the ability to respond empathetically

+ Strong ability to mentor and inspire others

+ Strong ability to critically think, creatively problem solve and confidently act

+ Strong technical aptitude and computer skills with Windows applications; must be able to navigate through multiple programs and screens efficiently

+ Strong attention to detail

+ Strong ability to enter data into a database efficiently and accurately

+ Strong ability to multitask

+ Must be able to work independently and as part of a team

Education & Experience / Licenses & Certification

+ Minimum of six months of frontline customer sales or service experience

+ Previous call center and/or leadership experience preferred

+ Bilingual preferred (Spanish a plus)

+ High school diploma or equivalent

WORKING ENVIRONMENT/ MINIMUM PHYSICAL REQUIREMENTS

Works in an office environment sitting at a desk, table or computer workstation for extended periods of time. Approximately 80 percent of the time spent on the job involves the use of a computer and telephone.

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