Call Center Representative - Roadside Assistance

AAA•Virginia Beach, VA

8d•Remote

About The Position

As a remote, work-from-home AAA Roadside Assistance Call Center Representative, you are the first point of contact for members experiencing distress on the road. You will work as part of a fast-paced, 24/7 operation to provide a satisfying member experience and immediate assistance. Comprehensive training is provided. The starting pay is $18.85 per hour, with a scheduled pay increase after six months. Weekend shifts pay an additional 10%, or $20.74 per hour. Employees fluent in English and Spanish may receive an additional $1.00 per hour after an assessment. Tenure-based increases of up to $2.25 are available between six and 18 months, based on tenure and good standing. A monthly incentive program is available after six months, and advancement opportunities are offered. This is a remote role requiring a dedicated, quiet workspace, a direct Ethernet connection to an internet service provider, and minimum internet speeds of 25 Mbps download and 5 Mbps upload. A company-provided computer and partial internet reimbursement are included. The role requires maintaining productivity and confidentiality remotely, attending virtual team meetings and training, and availability 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 talking and typing simultaneously and navigating 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.
Ability to maintain productivity and confidentiality in a remote setting.
Availability to attend virtual team meetings and training sessions, work during standard business hours, and accommodate possible shift adjustments.
A dedicated, quiet workspace without interruptions.
Ability to connect directly to an ISP via Ethernet; DSL, satellite, and hotspots are not accepted.
Modem/router must be in the same room as the computer equipment; internet service must provide at least 25 Mbps download and 5 Mbps upload.

Nice To Haves

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

Responsibilities

Field incoming calls from members seeking emergency roadside assistance, including towing, locksmith, fuel, battery, and minor mechanical services.
Understand the nature of members’ distress, ensure their immediate safety, and promptly and accurately document 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 Emergency Roadside Service operations.
Meet performance goals in a structured environment to drive member satisfaction.

Benefits

Medical, dental, and vision coverage.
401(k) savings plan with company match.
Pension.
Tuition assistance.
Floating holidays.
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 good standing.
Monthly incentive program based on performance and tenure.
Advancement opportunities.