Call Center Representative - Roadside Assistance

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 this fast-paced 24/7 operation, you'll deliver a satisfying member experience by ensuring members are heard, understood, and given immediate attention. Comprehensive training is provided to equip you with the knowledge needed for legendary service.

Pay

Starting pay: $18.85/hour, with scheduled increases after 6 months.

• Weekend shift differential: additional 10% ($20.74/hour).
• Bilingual fluency (English/Spanish): additional $1.00/hour (assessment provided).
• Tenure-based growth: increases up to $2.25 between 6–18 months, based on tenure and good standing.
• Monthly incentive program: additional earning potential after 6 months, tied to performance and tenure.

Benefits

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

Responsibilities

• Field incoming calls from members requiring emergency roadside assistance, including towing, locksmith, fuel, battery, and minor mechanical issues.
• Understand the nature of the member’s distress, ensure their immediate safety, and document details promptly and accurately.
• Maintain a compassionate and composed demeanor, especially during high-intensity calls.
• Relay critical information to internal and external teams to expedite dispatching.
• Collaborate with the team to ensure smooth operation of Emergency Roadside Service.
• Succeed in a structured environment with performance goals driving member satisfaction.

Requirements

• Prior customer service experience; call center experience preferred.
• Bilingual skills (especially Spanish) are a plus.
• Ability to provide excellent customer service in a high-volume call environment.
• Excellent verbal and written communication skills.
• Empathy and a strong desire to help those in distress.
• Advanced computer and multitasking skills, including talking while typing and navigating multiple systems.
• Comprehensive understanding of maps, GPS systems, and traffic safety rules.
• Proficiency in Microsoft Teams and Outlook.
• High school diploma, GED, or equivalent.

Work-From-Home Requirements

• Dedicated, quiet workspace without interruptions.
• Direct Ethernet connection to ISP (no DSL, satellite, or hotspots); modem/router must be in the same room as computer equipment with minimum 25 Mbps download and 5 Mbps upload.
• Company-provided computer and partial internet reimbursement.
• 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 with flexibility for possible shift adjustments.