Smart Home Monitoring Specialist

AAA Mountain West Group•Tempe, AZ

1d•Onsite

About The Position

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.

Requirements

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
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

Nice To Haves

Bilingual preferred (Spanish a plus)
Fingerprint Clearance Card - Preferred

Responsibilities

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

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
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