Smart Business Specialist, Member Experience
AAA Northern California, Nevada & Utah

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 acquired SAFE Security, the 11th largest smart home security company in the United States, in November 2018 with the vision to become the most trusted smart home security provider in America. 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.

JOB SUMMARY:

The Smart Business Specialist provides courteous and professional assistance in responding to customer requests for AAA Smart Business services in a high volume call center.

WHY WORK FOR US:

• Job Stability - Career Growth

• Great Benefits - Medical/Dental/Vision

• Retirement - 401k matching up to 4%

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

• Work from Home after onsite 2 weeks training in Tempe

RESPONSIBILITIES/JOB DUTIES:

• Deliver extraordinary customer service to Members, using sound business judgment, by accurately answering questions, applying and interpreting department policy and effectively utilizing department references and resources
• Listen and probe for additional information as necessary
• Take action, as necessary, to appropriately respond to a Member's needs and concerns
• 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 business unit
• Accurately enter information, comments and complaints regarding Members' needs, including any special service considerations, in the system application
• Forward complaint information to appropriate Leader for follow-up
• Process credit card and member billing transaction
• Provide Members with all necessary instructions to ensure a complete understanding of the services that will be rendered
• Suggest cross-selling opportunities that will enhance Member's experience; promote related programs as required by the Member's individual situation

KNOWLEDGE AND SKILLS:

• Must have a passion for providing outstanding customer service
• Proficient in Microsoft Office and G suite
• Ability to operate a multi-line telephone
• Ability to navigate through mapping system (ie. Google Maps)
• Strong analytical, written and oral communication skills to enable accurate completion of assignments, proper handling of problem situations and constructive interaction with others
• Ability to identify customer needs and recommend solutions
• Application of good judgment and decision making
• Ability to work efficiently both independently and as part of a team
• Must possess strong organizational skills
• Must have the ability to remain calm and professional under challenging conditions
• Ability to work overtime and/or holidays as business dictates

EDUCATION, COMPETENCIES, CERTIFICATIONS/LICENSES:

• 0 - 2 years customer service experience
• Call center experience preferred
• High School Diploma or GED required
• Bilingual in Spanish is a plus

#SAFE