Customer Experience Specialist II

Company: A3 Smart Home
Location: Tempe
Posted on: November 21, 2020

Job Description:

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.

The Member Experience Specialist II position is a specialized role trained for basic technical support, resolving delinquent accounts or improve customer retention. In addition, this position will take incoming general service and billing inquires as needed.

WHY WORK FOR US?

Great Pay

Training - Youll attend a thorough, comprehensive 2 week training program

Career Growth - We offer a leadership development program

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

401k Matching

Paid Time Off Ten hours per month, nine holidays annually

Collaborative Environment AAA Smart Home will value your contribution to providing exceptional service to our members

Responsibilities/Job Duties:

Respond in a timely manner to requests from customers, technicians and dealers

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

Create service tickets in response to customer requests

Responsible for basic technical troubleshooting and reprogramming with alarm equipment

Process credit card or check payments by phone; initiate set up of account on EFT (Electronic Funds Transfer)

Update customer account information

Document customer conversations in system

Handles overflow or failover alarm/supervisory signal traffic

Adherence to call quality standards

Perform other job related duties, as assigned

Responsible for handling cancellation requests in attempt to reduce attrition

Responsible for outbound collection calls on customer accounts that are 31 to 121+days delinquent in assigned Collection Queues. Collect payments by phone with credit card or check; initiate set up of account on auto pay to bring accounts current

Responsible for assisting customers with alarm upgrades, transfer requests and new contract services

Advanced knowledge of products and service

Responsible for handing general and billing question inquires

Responsible for adhering to contract sales procedures which includes; selling appropriate contract to customer based upon their needs

Responsible for attributing to SAVE ratio according to establish metrics

Required to work independently and meet deadlines

Meet or exceed monthly collection goals and department expectations

Require to follow up with each customer or dealer inquiry or dispute

Creates internal IOMs for follow-up communications with customers for other departments'' functions

Require to follow up with each customer or dealer inquiry or dispute

Creates internal IOMs for follow-up communications with customers for other departments functions

Knowledge/Skills/Abilities

Advanced active listening skills

Advanced verbal communication skills

Strong written communication skills

Strong problem solving skills

Ability to effectively multi-task

Exercise independent judgement 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., Microsoft Word, Outlook, etc.)

Education & Experience / Licenses & Certification:

Minimum of 12 months of customer sales or service experience required

Call center experience (preferred)

High School Diploma or GED required

Bachelors degree (preferred)

Bilingual preferred (Spanish a plus)

#SAFE

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Keywords: A3 Smart Home, Tempe , Customer Experience Specialist II, Other , Tempe, Arizona