[Remote] Call Center Representative – Roadside Assistance

Note: The job is a remote job and is open to candidates in USA. AAA Auto Club Enterprises is the largest club within the national AAA federation, seeking a remote Call Center Representative for Roadside Assistance. In this role, you will be the first point of contact for members requiring emergency roadside assistance, ensuring their immediate safety and delivering excellent customer service during high-intensity calls.

Responsibilities

• 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
• Succeed in a structured environment where performance goals are set and measured, driving member satisfaction

Skills

• Prior customer service experience
• 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
• Dedicated, quiet workspace without interruptions
• Ability to directly connect to ISP via Ethernet (No DSL, Satellite, Hot Spots, etc)
• 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
• Call Center experience is preferred
• Bilingual skills, especially in Spanish, are a plus

Benefits

• 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!)
• A company-provided computer and partial internet reimbursement are included to support the reasonable cost of your connectivity

Company Overview