Smart Home Monitoring Specialist -Overnight Shift

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

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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 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.

Job Summary

The 10 Hour Monitoring Specialist I, Smart Home is responsible for ensuring our Members receive legendary service. The person will monitor life safety systems, handle general service, basic technical and billing inquiries, manage basic data information,and initiate cancellation/retention activity. This position supports other Smart Home and Business departments, such as Member Experience and Tech Support.

Essential Duties

• Monitors incoming alarm and maintenance signals using established protocols
• Receive and respond to multiple emergency and non-emergency alarms calls from members and authority agencies
• Dispatch and coordinate the responses of public safety agencies according to company standard operating procedures.
• Respond in a timely manner to request from Members
• Responsible for researching and analyzing member accounts to provide proper resolution to Member concerns
• Maintain high call quality standards at all times to ensure we are delivering legendary Member experiences
• Handle Member escalations with professionalism
• Update basic member information when necessary
• Obtain multiple state regulatory licensing during the new hire training program and participate in all required renewal training to maintain multiple state regulatory licenses
• Take incoming calls from members on various issues from account inquiries and account updates, basic technical equipment and software troubleshooting and product questions

Knowledge and Skills

• Strong written and verbal communication skills
• Must have the ability to listen effectively and respond empathetically
• Strong and authentic desire to help members
• Strong listening skills with the ability to respond empathetically
• Must have the ability to maintain composure when dealing with member 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 service
• Must be able to work independently and as part of a team
• Bilingual preferred (Spanish a plus)

Education, Competencies, Certifications/Licenses

• High school or GED- Required
• Minimum 1 year of experience in frontline member support- Required
• Minimum 1 year of experience working in a dispatch center- Required
• Fingerprint Clearance Card- Preferred

Working Environment

Works in an office environment sitting at a desk, table or computer workstation for extended periods of time. Approximately 90 percent of the time spent on the job involves the use of a computer and telephone.

Why Work For Us?

• Benefits- Medical, Dental, Vision, wellness program and more!
• 401k Matching - $1 for $1 company match up to 6% of pay
• Annual Incentive Plan- Eligibility to participate in AAA NCNU annual bonus plan
• 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

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