Customer Service Representative - Insurance

AAA

7d•Remote

About The Position

AAA Auto Club Enterprises is hiring full-time Customer Service Representatives for its Insurance Call Center. Representatives answer inbound calls and help members with questions about insurance policies and AAA memberships, offering personalized solutions and recommendations for relevant products and services. The role calls for strong communication, active listening, problem-solving, and the ability to multitask while navigating multiple systems in a fast-paced, evolving environment. Representatives also participate in ongoing coaching and development. The position is remote and requires candidates to reside in Ohio. Training is fully virtual, full-time (40 hours per week), and lasts approximately four months. Training shifts are scheduled Monday through Friday between 10:00 a.m. and 10:00 p.m., 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 the on-the-job training period known as Bullpen, scheduled Saturday shifts include taking live calls. After training, the full-time schedule is 40 hours per week, with shifts scheduled Monday through Friday between 10:00 a.m. and 10:30 p.m. and every Saturday between 10:00 a.m. and 8:15 p.m. Employees receive one weekday off each week. The company provides a computer and partial internet reimbursement. Remote employees need a dedicated, quiet workspace and a direct Ethernet connection meeting the specified speed requirements, and must maintain productivity and confidentiality while attending virtual meetings and training. Starting pay is $21.00 per hour. Employees who demonstrate English/Spanish fluency through an assessment earn an additional $1.00 per hour. The company offers a comprehensive benefits package and growth and advancement opportunities.

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 the State of Ohio.
Dedicated, quiet workspace without interruptions.
Ability to connect directly to an internet service provider via Ethernet; DSL, satellite, and hotspots are not accepted.
Internet connection with at least 50–100 Mbps download and 10 Mbps upload; modem/router must be in the same room as the computer equipment.
Ability to maintain productivity and confidentiality in a remote setting.
Availability for the stated work schedule and possible shift adjustments.

Nice To Haves

Recent call center experience is preferred.
Spanish fluency is a plus; English/Spanish fluency earns an additional $1.00 per hour after assessment.

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 with members in a friendly, service-oriented manner and apply problem-solving skills.
Think critically and resolve issues in a non-scripted environment.
Navigate multiple systems and tools while actively 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.
Maintain productivity and confidentiality while working remotely.

Benefits

Medical, dental, and vision coverage.
401(k) savings plan with company match.
Pension.
Tuition assistance.
Floating holidays.
Paid time off for community volunteer programs.
Paid parental leave.
Wellness programs.
Employee discounts on membership, insurance, travel, entertainment, services, and more.
Partial internet reimbursement.
Company-provided computer.
Growth and advancement opportunities.