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Customer Service Representative

A3 Smart Home

This is a Contract position in Tempe, AZ posted December 12, 2020.

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 11thlargest 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. *AAA Smart Home *Customer Experience Team is growing and has an immediate need for passionate, energetic, customer-focused team members with a positive attitude to join our customer support environment. If you are passionate about helping others, have a strong sense of empathy, enjoy a fast paced environment, have the gift of listening and problem solving, then we want you to consider joining our amazing team!
*WHY WORK FOR US? * * Great Pay – $16.00/hour * Career Growth – We offer a leadership development program where you can be promoted as early as 6 months with a pay increase * Training Youll attend a thorough, comprehensive 2 week training 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 *Job Description*
*Essential Functions:* * 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’s 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.
* Accurately enter information, comments and complaints regarding Members needs, including any special service considerations, in the system application. Forward complaint information to appropriate support for follow-up
* Process credit card and member billing transaction via available applications
* Suggest cross-selling opportunities that will enhance Member’s experience; promote related programs as required by the Members individual situation
*Knowledge/Skills/Abilities* * Clear verbal and written communications. * Basic mathematical, typing (35 wpm minimum), computer (basic usage and functions) and data entry skills * General awareness of AAA products, and services * Passion for customer service * Ability to navigate through navigation system (Google Maps) * Ability to respond to customer inquiries and interact with others at a level normally acquired through the completion of a high school diploma or equivalent and two (2) years of customer service experience (preferred) * Effective analytical, written and oral communication skills to enable accurate completion of assignments, proper handling of problem situations and constructive interaction with others * Ability to work overtime and/or holidays as necessitated by business and/or weather conditions. * Ability to identify customer needs and recommend solutions * Able to work weekends *Education & Experience / Licenses & Certification* * High School diploma or equivalent required, college education credits preferred * 6 months 2 years prior customer service experience, retail or banking is preferred * Bi-Lingual Spanish required #SAFE