Smart Home Monitoring Specialist

10 Hour Monitoring Specialist I, Smart Home

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