Call Center Representative

About the Role

As a remote, work-from-home AAA Roadside Assistance Call Center Representative, you will be the first point of contact for members facing distress on the roads. You will deliver a satisfying member experience by ensuring members are heard, understood, and given immediate attention. Comprehensive training will be provided.

• Starting Pay: $18.85/hour
• Weekend Shift Differential: 10% additional ($20.74 per hour)
• Bilingual Fluency (English/Spanish): $1.00/hour additional (assessment provided)
• Tenure-Based Growth: Scheduled pay increases up to $2.25 between 6–18 months.
• Monthly Incentive Program: Additional earning potential after 6 months, tied to performance and tenure.
• Advancement Opportunities

Key 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, ensuring 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 the dispatching process.
• Work collaboratively with the team to ensure the smooth operation of our Emergency Roadside Service.
• Succeed in a structured environment where performance goals are set and measured.

Work-From-Home Requirements

• Dedicated, quiet workspace without interruptions.
• 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.
• 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.

Qualifications

• 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.

Compensation & Benefits

• Starting pay range: $18.85 – $20.74 per hour.
• Eligible to participate in an incentive program based upon team and individual performance after the first year.
• Health coverage for medical, dental, vision.
• 401(K) saving 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).