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Form of workJOB DESCRIPTION
We call our club's vision, mission, values, and supporting pillars "Our House" because they are the foundation for all that we do. We're working to transform AAA for the next century with a mission to create Members for life by unleashing the innovative spirit of our Team Members.
At AAA, our Team Members strive to deliver amazing service and help our Members outsmart lifes roadblocks. We believe everything you do outside of work adds to who you are at work. We're working to transform AAA for the next century with a mission to create Members for life by unleashing the innovative spirit of our Team Members.
Why Work For Us?
- Great Pay - with the opportunity for increases when performance skill blocks are achieved
- 401k Matching $1 for $1 company match up to 6% of eligible earnings per pay period
- Annual Incentive Plan Eligibility to participate in AAA NCNU annual bonus plan
- Benefits Medical, Dental, Vision, wellness program and more!
- Paid Holidays
- Paid Time Off Team Members accrue paid time off monthly with an additional 24 hours per year 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
Job Summary
The Smart Home Specialist I 10 Hour is responsible for ensuring our Members receive an outstanding member experience. This position will support Monitoring.
ESSENTIAL FUNCTIONS
- Monitors incoming alarm and maintenance signals using established protocol.
- Documents events as they take place with speed and accuracy in the alarm monitoring software.
- 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.
Knowledge and Skills
- 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
- Bilingual preferred (Spanish a plus)
Education and Experience
- High school or GED, required
- Minimum 1 year of experience in frontline customer sales or service
Working Environment
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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