Smart Home Member Experience Specialist

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
  
  

AAA acquired SAFE Security, the 11th largest smart home security company in the United States, in November 2018 with the vision to become the most trusted smart home security provider in America. With your help, we aspire to provide the same peace of mind at home as we have provided on the roads for the last 100 years.

The Smart Home Specialist is responsible for ensuring our Members receive an outstanding member experience. This position will support Member Experience, Scheduling or Monitoring.

Responsibilities/Job Duties

Member Experience/Monitoring/Scheduling:

• Respond in a timely manner to requests from Members.
• Responsible for researching and analyzing customer accounts to
• provide proper resolution to Member concerns.
• Maintain high call quality standards at all times to ensure we are
• delivering legendary Member experiences.
• Resolve Member escalations with professionalism
• Update member information when necessary.
  
  

Member Experience:

• Take incoming calls from members on various issues from billing and account inquiries, basic technical equipment and software troubleshooting and product questions.
  
  

Monitoring:

• Monitors incoming alarm and maintenance signals using established protocol.
• Documents events as they take place with speed and accuracy in the alarm monitoring software.
  
  

Scheduling:

• Assist members in scheduling installations and service while providing legendary customer service.
• Performs other job duties, as assigned.
  
  

Knowledge/Skills/Abilities:

• Strong written and verbal communication skills
• Must have the ability to listen effectively and respond empathetically
• Strong desire to help customers
• Must have the ability to maintain composure when dealing with customer escalations and emergency alarm calls
• Ability to critically think, creatively problem solve and confidently act
• Must posses technical aptitude and be proficient with Windows applications; must be able to navigate through multiple programs and screens efficiently
• Must have strong attention to detail skills
• Ability to enter data into a database efficiently and accurately
• Ability to multitask while providing outstanding customer experience
• Must be able to work independently and as part of a team
  
  

Education & Experience / Licenses & Certification

• Minimum 1 year of experience in frontline customer sales or service
• 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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