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

At AAA, our Team Members strive to deliver amazing service and help our Members outsmart life’s roadblocks. We believe everything you do outside of work adds to who you are '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.

The Smart Home Specialist I 10 Hour is responsible for ensuring our Members receive an outstanding member experience. This position will support Member Experience, Scheduling or Monitoring.

• 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.

• 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 possess 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)

• High school or GED, required
• Minimum 1 year of experience in frontline customer sales or service

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.