[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, providing support to over 18 million members. They are seeking a Roadside Assistance Call Center Representative to be the first point of contact for members in distress, ensuring their immediate safety and satisfaction through exceptional service.

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)
• Modem/Router must be in the same room as the computer equipment with a minimum of 25 mbps download and 5 mbps upload
• 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!)

Company Overview