Customer Service Representative - Insurance

AAA • Independence, OH

6d • Remote

About The Position

AAA Auto Club Enterprises is hiring a full-time Customer Service Representative for its Insurance Call Center. This remote role supports members by answering inbound calls about insurance policies and AAA memberships, identifying needs, and recommending useful products and services. Representatives work in a fast-paced, member-focused environment and use multiple systems while listening, multitasking, and resolving issues. The position includes coaching and development.

The role requires residence in Ohio. Training is fully virtual, lasts approximately four months, and is scheduled for 40 hours per week. Training shifts fall between 10:00 a.m. and 10:00 p.m. Monday through Friday, with occasional Saturday shifts between 10:00 a.m. and 8:00 p.m.; a weekday off is provided when a Saturday shift is scheduled. During bullpen on-the-job training, Saturday shifts include live calls. After training, the 40-hour schedule falls between 10:00 a.m. and 10:30 p.m. Monday through Friday, plus every Saturday from 10:00 a.m. to 8:15 p.m., with one weekday off each week.

Remote work requires a dedicated, quiet workspace, reliable Ethernet connection meeting the stated speed requirements, and the ability to maintain productivity and confidentiality. The company provides a computer and partial internet reimbursement. Starting pay is $21.00 per hour, with an additional $1.00 per hour for assessed English/Spanish fluency. The company offers a comprehensive benefits package and opportunities for growth and advancement.

Requirements

• Prior customer service experience.
• Excellent written, verbal, and listening communication skills.
• Ability to multitask and navigate computer systems in real time.
• Flexible, can-do mindset and willingness to adapt to change.
• High school diploma or GED.
• Ability to pass a background check and drug screening.
• Must reside in Ohio.
• Dedicated, quiet remote workspace without interruptions.
• Ability to connect directly to an internet service provider via Ethernet; DSL, satellite, and hotspots are not accepted.
• Modem/router must be in the same room as the computer equipment, with at least 50–100 Mbps download and 10 Mbps upload speeds.
• Ability to maintain productivity and confidentiality while working remotely.
• Availability during the stated business hours and flexibility for possible shift adjustments.

Nice To Haves

• Recent call center experience preferred.
• Spanish fluency is a plus; an assessment is provided for the additional hourly pay.

Responsibilities

• Answer inbound calls and assist members with questions about insurance policies and AAA memberships.
• Provide personalized, proactive solutions and recommend relevant products and services.
• Communicate effectively and approach member concerns with friendliness and a problem-solving mindset.
• Resolve issues using quick, critical thinking in a non-scripted environment.
• Navigate multiple systems and tools while listening and multitasking.
• Maintain a positive, adaptable attitude in a fast-paced and evolving environment.
• Participate in ongoing coaching and development.
• Attend virtual team meetings and training sessions.

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
• Partial internet reimbursement
• Growth and advancement opportunities

What This Job Offers

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