Call Center Representative (remote) - 2nd shift (60586)

Eligibility

Applicants must reside within the AAA Northeast footprint (RI, MA, CT, NY, NJ, or FL) to be considered for this work‑from‑home position. Candidates must also have high‑speed internet access that meets the minimum speed requirements set by AAA.

Work Schedule

Shifts run between 3:45 pm and 3:00 am and include at least one weekend shift.

Job Summary

The role involves receiving incoming roadside‑assistance calls on behalf of contracted automobile companies, processing requests, gathering required information, and delivering detailed information on road‑service products and services. The position emphasizes Five‑Diamond customer service to encourage member retention, renewal, and new membership sales.

Responsibilities

• Take road‑service calls while managing members’ emotional states (e.g., calming angry or anxious callers).
• Gather call information: membership number, name, telephone, e‑mail, vehicle description, location, and nature of the vehicular problem.
• Use department/software tools to capture accurate data, prioritize safety‑critical calls, and verify membership status.
• Assist members in determining the exact location of a disabled vehicle or meeting place by asking probing questions and referencing maps or other resources.
• Adhere to department standards for after‑call work, talk time, and staffed time.
• Provide members with information on road‑service policies and procedures.
• Determine the appropriate course of action for each call, consulting supervisors for special circumstances and attempting accommodations for borderline cases, including membership verification and new‑member applications.

Qualifications

• Education: High School Diploma or GED required, or 4 years of experience in lieu of a degree.
• Experience: Required customer‑service experience and required call‑center experience.
• Preferred Licenses and Certifications: None specified.

Skills

• Ability to handle high‑volume, challenging situations.
• Strong listening, comprehension, and communication skills (telephone, written, electronic).
• Proficiency in reading maps and using navigation resources.
• Persuasive ability to influence decisions or actions.
• Capacity to build mutual trust, respect, and cooperation.
• Problem‑solving skills: applying general rules to specific issues.
• Competence with computers and relevant software applications.
• Commitment to maintaining confidentiality.