Call Center Representative - Roadside Assistance

AAA • Pittsburgh, PA

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 who need help on the road. In a fast-paced 24/7 operation, you will provide a satisfying member experience by listening, understanding members’ needs, and giving them prompt attention. Comprehensive training is provided.

The starting pay is $18.85 per hour, with a scheduled increase after six months. Weekend shifts earn 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 available between six and 18 months, based on tenure and maintaining good standing. A monthly incentive program may provide additional earnings after six months, tied to performance and tenure. Advancement opportunities are available.

This is a remote position 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. The role also requires maintaining productivity and confidentiality remotely, attending virtual meetings and training, and being available during standard business hours with flexibility for possible shift adjustments.

Auto Club Enterprises is the largest club in the national AAA federation, with nearly 17,000 employees in 24 states serving more than 18 million members. The organization emphasizes a diverse and supportive workforce and provides equal employment opportunities.

Requirements

• Prior customer service experience.
• Ability to provide excellent customer service and work 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 internet service provider via Ethernet; DSL, satellite, and hotspots are not accepted.
• Modem/router located in the same room as computer equipment, with at least 25 Mbps download and 5 Mbps upload speeds.
• Ability to uphold productivity and confidentiality in a remote setting.
• 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 subject to assessment.

Responsibilities

• Handle incoming calls from members requesting emergency roadside services, including towing, locksmith, fuel, battery, and minor mechanical assistance.
• Understand members’ situations, ensure their immediate safety, and document details promptly and accurately.
• 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.
• Maintain productivity and confidentiality while working remotely.
• Attend virtual team meetings and training sessions.

Benefits

• Medical, dental, and vision coverage
• 401(k) savings plan with company match
• 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
• Partial internet reimbursement
• Scheduled pay increases based on tenure
• Weekend shift differential
• Additional hourly pay for English/Spanish bilingual fluency
• Monthly incentive program
• Advancement opportunities

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED