Specialist III, Smart Home

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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The Smart Home Specialist III is responsible for all Monitoring functions related to Commercial and Residential accounts and basic technical support troubleshooting. As a Specialist III, you will be the eyes and ears for our team to learn how we can continuously improve our products and services for our Members. You will also play an instrumental role in the Member Experience for Smart Home, contributing to our vision of being America's most trusted brand.

A key component to the responsibilities for this role is to act in a proactive outbound function. Create and complete proactive Member outreach programs to ensure improved Member satisfaction, and utilize in depth technical support for real time resolution.

RESPONSIBILITIES / JOB DUTIES

• Contact Members (inbound and outbound) regarding alarm activations and questions.

• Respond and accurately handle Residential and Commercial alarms.

• Research, respond, and resolve in depth customer technical issues.

• Complete assigned tasks in a timely fashion.

• Train new and current TMs and lead by example, follow, and adhere to Standard Operating Procedures (SOPs).

• Document and/or handle Actual/Incident Reports.

• Additional project related tasks

KNOWLEDGE, SKILLS, AND ABILITIES

• Advanced active listening skills.

• Advanced verbal communication skills.

• Advanced written communication skills.

• Strong problem solving skills.

• Ability to effectively multi-task.

• Exercise independent judgment and effective problem solving techniques.

• Basic mathematical, typing (40 wpm minimum), and telephone skills.

• Basic computer and data entry skills with relevant applications (e.g., Google Suite, etc.).

EDUCATION, COMPETENCIES, CERTIFICATIONS/LICENSES

• Minimum Qualifications

  • High School Diploma or GED

  • 3 to 5 years of Alarm Monitoring experience

• Preferred Qualifications

  • Bachelor’s degree

  • Bilingual preferred

  • Fingerprint Clearance Card

WORKING ENVIRONMENT/ MINIMUM PHYSICAL REQUIREMENTS

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. 

We target between the minimum and the midpoint of the range; $20.84-$26.05

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