Job Information
AAA Northern California, Nevada & Utah Smart Home Member Experience Specialist in A3 Smart Home, United States
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.
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 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
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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:
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.
Take incoming calls from members on various issues from billing and account inquiries, basic technical equipment and software troubleshooting and product questions.
Why work for us?
Compensation
Benefits – Medical, Dental, Vision, and more!
401k Matching – $1 for $1 company match up to 4% of pay
Paid Time Off – Accrual of 3 weeks PTO and nine holidays annually
Career Growth – Move up your career, internal candidates receive top priority
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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