Call Center Representative - Roadside Assistance

AAA • Portland, ME

1d • Remote

About The Position

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. As part of a fast-paced 24/7 operation, you'll have the rewarding opportunity to deliver a totally 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, equipping you with the knowledge needed to deliver legendary service. Auto Club Enterprises is the largest club within the national AAA federation, with nearly 17,000 employees in 24 states helping more than 18 million members. The organization emphasizes that the strength of the organization is its employees, and bringing together and supporting different cultures, backgrounds, personalities, and strengths creates a team capable of delivering legendary, lifetime service to its members. AAA has a long-standing reputation since 1900 and is constantly growing its membership, seeking career-minded, service-driven professionals to join its team. The mission is to proudly deliver legendary service and beneficial products that provide members peace of mind and value through dedicated employees.

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.
• 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.
• 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.

Nice To Haves

• Call Center experience is preferred.
• Bilingual skills, especially in Spanish, are a plus.

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.

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!)

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED
• Number of Employees: 1-10 employees