Call Center Representative - Roadside Assistance

What You Will Do

• Field incoming calls from members requiring emergency roadside assistance including services such as towing, locksmith, fuel, battery, and minor mechanical issues.
• Understand the nature of the member’s distress, ensuring their immediate safety, and document the details promptly and accurately.
• Maintain a compassionate and composed demeanor, especially during high-intensity calls.
• Relay critical information to the internal and external teams to expedite the dispatching process.
• Work collaboratively with the team to ensure the smooth operation of our Emergency Roadside Service.

Work-From-Home Requirements

• Dedicated, quiet workspace without interruptions.
• Must have the ability to directly connect to ISP via Ethernet (No DSL, Satellite, Hot Spots, etc).
• Modem/Router must be in the same room as the computer equipment with a minimum of 25 mbps download and 5 mbps upload.
• A company-provided computer and partial internet reimbursement are included to support the reasonable cost of your connectivity.
• Demonstrated ability to uphold productivity and confidentiality in a remote setting.
• Regular attendance in virtual team meetings and training sessions.
• Availability during standard business hours and flexibility for possible shift adjustments.

What You Will Need

• Prior customer service experience.
• Call Center experience is preferred.
• Bilingual skills, especially in Spanish, are a plus.
• Ability to provide excellent customer service and thrive in a high-volume call environment.
• Excellent communication skills, both verbal and written.
• Empathy and a strong desire to help those in distress.
• Advanced computer and multi-tasking skills with the ability to talk and type at the same time and navigate multiple systems and screens.
• Comprehensive understanding of maps, GPS systems, and traffic safety rules.
• Proficiency in Microsoft Teams and Outlook.
• High School diploma, GED or equivalent.

Remarkable benefits

• Health coverage for medical, dental, vision
• 401(K) saving plans with company match
• Tuition assistance
• Floating holidays and PTO for community volunteer programs
• Paid parental leave
• Wellness programs
• Employee discounts (membership, insurance, travel, entertainment, services and more!)
• Auto Club Enterprises is the largest club within the national AAA federation.

Pay

Starting Pay: $18.85/hour, with a scheduled pay increase after 6 months
Weekend Shift Differential: earn an additional 10% = $20.74 per hour
Bilingual Fluency: receive an additional $1.00/hour for English/Spanish fluency (assessment provided)

Growth

• Tenure-Based Growth: scheduled pay increases up to $2.25 between 6–18 months, based on tenure and maintaining good standing.
• Monthly Incentive Program: additional earning potential after 6 months, tied to performance and tenure.
• Advancement Opportunities