Call Center Representative - Roadside Assistance

AAA•Bridgeport, WV

10d•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 needing help on the road. You will work as part of a fast-paced, 24/7 operation and provide a satisfying member experience by listening, understanding members’ needs, and arranging prompt assistance. Comprehensive training is provided. Starting pay is $18.85 per hour, with a scheduled increase after six months. Weekend shifts receive a 10% differential, and English/Spanish bilingual employees receive an additional $1.00 per hour after an assessment. Tenure-based increases of up to $2.25 are scheduled between six and 18 months, based on tenure and good standing. A monthly incentive program offers additional earning potential after six months, tied to performance and tenure. Advancement opportunities are available. The role is remote and requires a dedicated, quiet workspace and a direct Ethernet connection to an ISP (DSL, satellite, and hotspots are not acceptable). 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. Representatives 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 perform 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.
A dedicated, quiet workspace without interruptions.
Ability to connect directly to an ISP by Ethernet; DSL, satellite, and hotspots are not accepted. Minimum connection speeds are 25 Mbps download and 5 Mbps upload, with the modem/router in the same room as the computer equipment.
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 is assessed.

Responsibilities

Handle incoming calls from members needing emergency roadside assistance, including towing, locksmith, fuel, battery, and minor mechanical services.
Assess the member’s situation and immediate safety, and document details promptly and accurately.
Maintain a compassionate, 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.
Work in a structured environment with measured performance goals focused on member satisfaction.

Benefits

Medical, dental, and vision health coverage.
401(k) savings plan with company match.
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.
Partial internet reimbursement.
Scheduled pay increases based on tenure and maintaining good standing.
Weekend shift differential.
Additional pay for English/Spanish bilingual fluency.
Monthly incentive program after six months.
Advancement opportunities.