Call Center Representative - Roadside Assistance

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 will deliver a satisfying member experience by ensuring members are heard, understood, and given the immediate attention they deserve. To empower you in this crucial role, we provide comprehensive training and equip you with the knowledge needed to deliver legendary service. Compensation & Pay Starting Pay: $18.85/hour, with a scheduled increase after 6 months. Weekend Shift Differential: an additional 10% ($20.74/hour). Bilingual (English/Spanish) Fluency: $1.00/hour addon (assessment provided). Tenure‑Based Growth: scheduled increases up to $2.25 between 6–18 months, based on tenure and standing. Monthly Incentive Program Additional earning potential after 6 months, tied to performance and tenure. What You Will Do Field incoming calls from members requiring emergency roadside assistance (towing, locksmith, fuel, battery, minor mechanical issues). Understand the member’s distress, ensure their immediate safety, and document details accurately. Maintain a compassionate and composed demeanor, especially during high‑intensity calls. Relay critical information to internal and external teams to expedite dispatch. Work collaboratively with the team to ensure the smooth operation of Emergency Roadside Service. Meet performance goals in a structured environment, driving member satisfaction. Work‑From‑Home Requirements Dedicated, quiet workspace without interruptions. Direct ISP connection via Ethernet (no DSL, satellite, or hotspots). Modem/router in the same room as the computer, with minimum 25Mbps download and 5Mbps upload. Company‑provided computer and partial internet reimbursement. Ability to uphold productivity and confidentiality remotely. 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 preferred. Bilingual skills, especially in Spanish, are a plus. Excellent communication skills, both verbal and written. Empathy and a strong desire to help those in distress. Advanced computer and multitasking skills (talking, typing, 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. Benefits Health coverage for medical, dental, vision. 401(k) savings plan 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). AAA is an Equal Opportunity Employer. Our organization participates in E‑Verify. We welcome committed professionals ready to challenge themselves in a dynamic industry. #J-18808-Ljbffr