Call Center Representative - Roadside Assistance

Position Overview

As a remote, work from home AAA Roadside Assistance Call Center Representative, you are the first point of contact for our valued members facing distress on the roads. In our fast-paced 24/7 operation, you will deliver legendary service by ensuring that members are heard, understood, and given immediate attention. Compensation includes a Starting Pay of $18.85/hour with a scheduled increase after 6 months, a Weekend Shift Differential adding an extra 10% (up to $20.74/hour), a bilingual bonus of $1.00/hour for English/Spanish fluency, tenure-based pay growth up to $2.25 between 6-18 months, and a Monthly Incentive Program tied to performance.

Key Responsibilities

• Field incoming calls from members requiring emergency roadside assistance (e.g., towing, locksmith, fuel, battery, minor mechanical issues).
• Assess the member’s distress, ensure immediate safety, and accurately document call details.
• Maintain a compassionate and composed demeanor during high-intensity calls.
• Relay critical information to internal and external teams to expedite dispatch processes.
• Collaborate with team members to ensure the smooth operation of our Emergency Roadside Service.

Required Qualifications

• Prior customer service experience; Call Center experience is preferred with bilingual skills considered a plus.
• Excellent verbal and written communication skills and the ability to thrive in a high-volume call environment.
• Empathy and a strong desire to help those in distress.
• Advanced computer and multi-tasking skills with proficiency in handling multiple systems concurrently.
• Comprehensive understanding of maps, GPS systems, and traffic safety rules along with proficiency in Microsoft Teams and Outlook.
• A dedicated, quiet workspace with a direct Ethernet connection (minimum 25 mbps download and 5 mbps upload) is required.
• Ability to attend regular virtual team meetings and training sessions.
• High School diploma, GED, or equivalent.

Benefits & Perks

• Health coverage for medical, dental, and vision.
• 401(K) savings plan with company match.
• Tuition assistance.
• Floating holidays and PTO for community volunteer programs.
• Paid parental leave.
• Wellness programs.
• Employee discounts on membership, insurance, travel, entertainment, services, and more.