Call Center Representative - Roadside Assistance

AAA•Virginia Beach, VA

10d•$19 - $21•Remote

About The Position

As a remote AAA Roadside Assistance Call Center Representative, you are the first point of contact for members who need help on the road. You will work in a fast-paced, 24/7 operation, providing attentive and compassionate service and helping members receive immediate assistance. Comprehensive training is provided. The starting pay is $18.85 per hour, with scheduled increases based on tenure and good standing. Weekend shifts receive a 10% differential, and English/Spanish bilingual employees who pass an assessment receive an additional $1.00 per hour. A monthly incentive program is available after six months, with eligibility for an incentive program based on team and individual performance after the first year. The position offers advancement opportunities. This is a work-from-home role requiring a dedicated, quiet workspace and a direct Ethernet connection to an internet service provider. The modem/router must be in the same room as the computer equipment, with minimum speeds of 25 Mbps download and 5 Mbps upload. A company-provided computer and partial internet reimbursement are included. Employees must maintain productivity and confidentiality remotely, attend virtual team meetings and training, and be available during standard business hours with flexibility for possible shift adjustments.

Requirements

Prior customer service experience.
Ability to provide excellent customer service and thrive in a high-volume call environment.
Excellent verbal and written communication skills.
Empathy and a strong desire to help people in distress.
Advanced computer and multitasking skills, including the ability to talk and type simultaneously 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.
A dedicated, quiet workspace without interruptions.
Ability to connect directly to an ISP via Ethernet; DSL, satellite, and hotspots are not acceptable. The modem/router must be in the same room as the computer equipment, with at least 25 Mbps download and 5 Mbps upload.
Ability to uphold productivity and confidentiality in a remote setting.
Regular attendance at virtual team meetings and training sessions.
Availability during standard business hours and flexibility for possible shift adjustments.

Nice To Haves

Call center experience is preferred.
Bilingual skills, especially Spanish, are a plus; English/Spanish fluency qualifies for additional hourly pay after an assessment.

Responsibilities

Handle incoming calls from members requesting emergency roadside assistance, including towing, locksmith, fuel, battery, and minor mechanical services.
Understand the member’s situation, ensure their immediate safety, and promptly and accurately document relevant details.
Maintain a compassionate and composed demeanor, particularly during high-intensity calls.
Relay critical information to internal and external teams to expedite dispatch.
Collaborate with the team to support smooth operation of Emergency Roadside Service.
Meet performance goals in a structured environment to help drive member satisfaction.

Benefits

Medical, dental, and vision coverage.
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 on membership, insurance, travel, entertainment, services, and more.
Company-provided computer and partial internet reimbursement.
Scheduled pay increases based on tenure and maintaining good standing.
Weekend shift differential.
Monthly incentive program and performance-based incentive eligibility.
Advancement opportunities.