Call Center Representative - Roadside Assistance

AAA•Portland, ME

10d•$19 - $21•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 who need help on the road. In a fast-paced, 24/7 operation, you deliver a satisfying member experience by listening, understanding each situation, and providing immediate attention. Comprehensive training is provided. The starting pay range is $18.85–$20.74 per hour. A scheduled pay increase is available after six months, with tenure-based increases of up to $2.25 between months 6 and 18, subject to tenure and good standing. Weekend shifts receive a 10% differential. English/Spanish bilingual employees receive an additional $1.00 per hour after an assessment. An incentive program offers additional earning potential based on performance and tenure; eligibility is described as beginning after six months and, elsewhere in the posting, after completion of the first year. The role is remote and requires a dedicated, quiet workspace, a direct Ethernet connection to an internet service provider (no DSL, satellite, or hotspots), and a modem/router in the same room as the computer equipment. The connection must provide at least 25 Mbps download and 5 Mbps upload. A company-provided computer and partial internet reimbursement are included. Representatives must maintain productivity and confidentiality while remote and attend virtual team meetings and training sessions. Auto Club Enterprises is the largest club within the national AAA federation, with nearly 17,000 employees in 24 states serving more than 18 million members. The organization describes its culture as inclusive and focused on delivering legendary service and beneficial products that provide members peace of mind and value.

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.
Dedicated, quiet workspace without interruptions.
Ability to connect directly to an ISP via Ethernet, with a modem/router in the same room as the computer equipment and minimum internet speeds of 25 Mbps download and 5 Mbps upload; DSL, satellite, and hotspots are not accepted.
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

Field incoming calls from members requesting emergency roadside assistance, including towing, locksmith, fuel, battery, and minor mechanical services.
Understand the member’s distress, ensure their immediate safety, and promptly and accurately document details.
Maintain a compassionate and composed demeanor, especially 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 health coverage.
401(k) savings plan with company match and a 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.
Bilingual pay differential for English/Spanish fluency.
Incentive program based on performance and tenure.