Smart Home Monitoring & Member Support Specialist

Benefits 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 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. #J-18808-Ljbffr AAA Mountain West Group