AAA Customer Service Representative - Remote Salary in the 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.

AAA recently acquired SAFE Security, the 11th largest smart home security company in the United States, with the vision to become the most trusted brand in this industry.  With your help, we aspire to provide the same peace of mind at home as we have provided on the roads for the last 100 years.    

AAA Smart Home Customer Experience Team is growing and has an immediate need for passionate, energetic, customer-focused team members with a positive attitude to join our customer support environment. If you are passionate about helping others, have a strong sense of empathy, enjoy a fast paced environment, have the gift of listening and problem solving, then we want you to consider joining our amazing team!

WHY WORK FOR US?

• Excellent Pay - $16.00 to $18.00 per hour!

• Career Growth - We offer a leadership development program preparing you for a leadership role within 12 months.

• Training – You’ll attend a thorough, comprehensive 2 week training program

• Benefits – Medical, Dental, Vision, wellness program and more!

• Retirement - 401k Matching up to 4%

• Paid Time Off – Ten hours per month, nine holidays annually

Job Description

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

Member Experience/Monitoring/Scheduling:

• Properly answer and accurately process incoming telephone calls from members, while demonstrating a pleasant and professional telephone manner.

• Take action, as necessary, to appropriately respond to a Member needs and concerns

• Deliver extraordinary customer service to Members, using sound business judgment, by accurately answering questions, applying and interpreting department policy and effectively utilizing department references and resources.

• Maintain high call quality standards at all times

• Responsible for researching and analyzing customer accounts to provide proper resolution to Member concerns.

• Resolve Member escalations with professionalism

• Update member information when necessary.

Member Experience:

• Take incoming calls from members on various issues from billing and account inquiries, basic technical equipment and software troubleshooting and product questions.

Monitoring:

• Monitors incoming alarm and maintenance signals using established protocol.

• Documents events as they take place with speed and accuracy in the alarm monitoring software.

• Multiple Shifts available; days, nights or swing shift.

Scheduling:

• Assist members in scheduling installations and service while providing legendary customer service.

• Performs other job duties, as assigned

Knowledge/Skills/Abilities:

• Strong written and verbal communication skills

• Must have the ability to listen effectively and respond empathetically

• 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 multitask while providing outstanding customer experience

• Must be able to work independently and as part of a team

• Ability to work overtime and/or holidays as necessitated by business and/or weather conditions

• Able to work weekends and flexible with a set shift

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

#LYN