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AAA Northern California, Nevada & Utah Residential Installation and Service Coordinator in A3 Smart Home - Tempe, Arizona

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 SafeGuard, the 11th largest smart home security company in the United States, with the vision to become the most trusted brand in this industry. Safeguard, has been Protecting Arizona families and businesses for over 50 years; we are Arizona's largest locally-operated security provider. With an A+ Better Business Bureau Ranking, we prove every day that we love being there for and helping our customers. We work hard to create an environment where you can thrive and use your skills and talents to help us deliver legendary Customer Service. You’ll help positively impact every homeowner and the communities that we serve, too.

JOB SUMMARY:

Smart Home Specialist provides courteous and professional assistance in scheduling, dispatching and coordination of AAA Smart Home installation services from a high volume call center. Work performed under direct supervision while learning the unit’s assignments.

RESPONSIBILITIES/JOB DUTIES:

  • Operate automatic call distribution (ACD) telephone set and PC Windows-based applications, to accurately receive record and respond to Members’ requests.

  • Properly answer and accurately process incoming telephone calls regarding service and other related areas, while demonstrating a pleasant and professional telephone manner.

  • Take action, as necessary, to appropriately respond to a Member needs and concerns Listen and probe for additional information as necessary.

  • Make sound decisions concerning the prioritization of service (e.g., safety concern, extreme hardship to Member). Identify situations that require special handling and coordinate with appropriate unit as necessary.

  • Process credit card and member billing transaction via available applications.

  • Provide Members with all necessary instructions to ensure a complete understanding of the services that will be rendered.

  • Handle call backs from customers requesting status of service.

  • Follow up and coordinate confirmed appointments with Smart Home Pros.

Why work for us?

  • Training - Career Advancement!

  • Great Benefits - Medical/Dental/Vision

  • Retirement - 401k matching up to 3%

  • Work/Life Balance - PTO 3 Weeks + 9 paid holidays

KNOWLEDGE AND SKILLS:

  • Clear verbal and written communications. Basic mathematical, typing (35 wpm minimum), and data entry skills

  • Basic computer, relevant applications (e.g., G-Suite), and telephone skills

  • General awareness of AAA products, and location of business offices within service area

  • Strong Multi-tasking skills

  • Familiarity with aaa.com and partner websites’ features and functionalities

  • Passion about customer service

  • Geographic knowledge of footprint

  • Ability to navigate through navigation system (Google Maps)

EDUCATION, KNOWLEDGE, SKILLS, COMPETENCIES, CERTIFICATIONS/LICENSES:

  • Two or more years experience in a scheduling and/or technical call center

  • Strong customer service acumen and conflict resolution skills

  • Knowledge of security system operation is a plus

  • Ability to focus and multi-task in a fast paced environment

#LYN

Innovation. It’s what motivates and drives our 4,200 Team Members as the key to enhance Member value, employee satisfaction, and our future success. We have a 117-year history of service, creating Members for life. We generate $4 Billion in annual sales and serve nearly 6 million Members across 7 states. A3 is our Innovation Lab, where we have launched GIG Car Share, GoMentum Station, AAA CarConnect, AAA House Manager, and the first Autonomous Shuttle. If innovation and purpose are what you’re looking for, journey forward with us.

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