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Form of workWe 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.
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.
Why work for us?
- Job Stability - Career Growth
- Benefits - Medical, Dental, Vision, and more!
- 401k Matching - $1 for $1 company match up to 6% of pay
- Paid Time Off - Accrual of 3 weeks PTO and nine holidays annually
The Smart HomeCustomer Service Representative is responsible for Member experiences. Monitors life safety systems, handles general service, technical and billing inquiries, manages data information and initiates cancellation/retention. Responsible for leading special project and creating training SOPs. Mentors team members by providing feedback, training, and best practices. Takes on Team Lead responsibilities in the absence of the Team Lead and Manager and leads the onboarding training for new hire agents.
ESSENTIAL FUNCTIONS
- Responds to requests from Members via phone calls, email and chat/IM in a timely manner.
- Responsible for researching and analyzing member accounts to provide proper resolution to questions or concerns.
- Maintains high call quality standards at all times to ensure we are delivering legendary Member experiences.
- Assist in scheduling member appointments for service or installation.
- Documents members' information and enters notes into multiple systems ensuring efficiency and accuracy.
- Leads special projects with a high attention to detail.
- Mentors Smart Home Specialists by providing training, processes and best practices.
- Documents processes and makes recommendations for process improvements.
- Leads the onboarding training for new hire agents.
- Takes on a leadership role in the absence of the Team Leader and Manager.
KNOWLEDGE AND SKILLS
- Strong written and verbal communication skills
- Strong desire to help members
- Strong listening skills with the ability to respond empathetically
- Strong ability to mentor and inspire others
- Strong ability to critically think, with a focus on creative problem solving and confidently act
- Strong technical aptitude and computer skills with the ability to navigate through multiple programs and screens efficiently
- Strong attention to detail
- Strong ability to enter data into a database efficiently and accurately
- Must be able to work independently and as part of a team
EDUCATION, COMPETENCIES, CERTIFICATIONS/LICENSES
- High School diploma or GED plus 4 years of Customer Service experience in a retail environment or service industry.
- Previous call center and/or leadership experience preferred.
- Associate Degree or some college coursework preferred.
Compensation; $21.30 per hour
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