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Customer Experience Specialist II

Company: AAA Northern California, Nevada & Utah/ A3 Smart H
Location: Tempe
Posted on: November 23, 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 membersResponsibilities/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 functionsKnowledge/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

Keywords: AAA Northern California, Nevada & Utah/ A3 Smart H, Tempe , Customer Experience Specialist II, Other , Tempe, Arizona

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