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AAA Mountain West Group · 1 day ago

Smart Home Monitoring Specialist

Tempe, AZ

Full-time

Onsite

Entry Level

1+ years exp

AAA Mountain West Group is dedicated to delivering exceptional service and transforming their operations for the future. The Smart Home Monitoring Specialist is responsible for monitoring life safety systems, handling service inquiries, and managing member interactions to ensure a high-quality experience.

Consumer Services

Responsibilities

Monitors incoming alarm and maintenance signals using established protocols

Receive and respond to multiple emergency and non-emergency alarms calls from members and authority agencies

Dispatch and coordinate the responses of public safety agencies according to company standard operating procedures

Respond in a timely manner to request from Members

Responsible for researching and analyzing member accounts to provide proper resolution to Member concerns

Maintain high call quality standards at all times to ensure we are delivering legendary Member experiences

Handle Member escalations with professionalism

Update basic member information when necessary

Obtain multiple state regulatory licensing during the new hire training program and participate in all required renewal training to maintain multiple state regulatory licenses

Take incoming calls from members on various issues from account inquiries and account updates, basic technical equipment and software troubleshooting and product questions

Qualification

Technical aptitudeWindows applicationsBilingual (Spanish)MultitaskingCommunication skillsProblem solvingAttention to detail

Required

High school or GED - Required

Minimum 1 year of experience in frontline member support - Required

Minimum 1 year of experience working in a dispatch center - Required

Strong written and verbal communication skills

Must have the ability to listen effectively and respond empathetically

Strong and authentic desire to help members

Strong listening skills with the ability to respond empathetically

Must have the ability to maintain composure when dealing with member escalations and emergency alarm calls

Ability to critically think, creatively problem solve and confidently act

Must possess technical aptitude and be proficient with Windows applications; must be able to navigate through multiple programs and screens efficiently

Must have strong attention to detail skills

Ability to enter data into a database efficiently and accurately

Ability to multitask while providing outstanding service

Must be able to work independently and as part of a team

Preferred

Bilingual preferred (Spanish a plus)

Fingerprint Clearance Card - Preferred

Benefits

401k Matching – $1 for $1 company match up to 6% of eligible earnings per pay period

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

Paid Holidays

Paid Time Off – Team Members accrue paid time off monthly. Depending on position, an additional 24 hours per year are earmarked for volunteer activities.

Free AAA Classic Membership

AAA Product Discounts

Tuition Reimbursement Program