Remote Emergency Roadside Telephone Responder

AAA Mid-Atlantic

2d•$10 - $19•Remote

About The Position

AAA is hiring for Full-Time Emergency Roadside Telephone Responders for our Virtual Call Center for Schedules beginning at 1pm, 2pm and 3pm EST. This is a work from home customer service position. Candidates MUST live within one of the following states to be considered: Connecticut, Delaware, Indiana, Kansas, Kentucky, Maryland, New Jersey, Ohio, Oklahoma, Pennsylvania, South Dakota, Virginia, Washington, DC, West Virginia. Paid virtual training classes will begin on either 8-3-26 or 8-10-26 and will last for three weeks. You are required to be on camera for the entirety of your training, any subsequent training sessions and/or meetings throughout your employment with AAA. Hours of training are: Monday through Friday from 9:00am to 4:30pm EST. Attendance and successful completion of training is required. Both Full Time and Part Time schedules will be offered to you for selection prior to successful completion of training and are as follows: All Times Are In Eastern Standard Time. Full Time: 1:00pm to 9:00pm, 2:00pm to 10:00pm or 3:00pm to 11:00pm. Part Time: 1:00pm to 7:00pm, 2:00pm to 8:00pm or 3:00pm to 9:00pm. Full and Part Time employees are required to work one weekend day per week.

Requirements

A quiet, private work space free from distraction or interruption
Stable, high-speed, hard-wired internet connection via Ethernet cable required throughout employment. Wireless, DSL, Hot Spots, Satellite or shared/public internet connection is not authorized and is prohibited
Successful completion of three week virtual training class
Ability to work weekends, overtime and/or holidays is required and can be needed specifically during times of inclement weather
This position does not allow the flexibility to provide care to others in the household
High School Diploma or equivalent
One year customer service experience, call center/inbound call taking experience preferred
Effective written and oral communication skills
Ability to multi-task, seek resolution and remain professional during times of high call volume in a fast paced work environment
Proficient computer use, typing skills and attention to detail

Nice To Haves

Previous Salesforce experience preferred but not required
Familiarity with maps and map reading are preferred

Responsibilities

Answer high volume incoming calls (averaging 40-60 calls per day) from AAA Members in need of Roadside Assistance, providing extraordinary customer service using sound judgement, expressing empathy as needed and providing accurate responses using internal knowledgebase programs and reference materials
Accurately input Member location, vehicle make/model and description of the needs of the Member including any special considerations
Use of online mapping tools to determine Member breakdown location and establishing the tow to destination
Actively listen and probe for additional information in order to identify situations that may require special handling (e.g. safety concerns, extreme hardship to Member, etc.) and make sound decisions concerning prioritization of service
Provide clear and accurate information on pending service, potential cost of service, estimated time of arrival and provide any instructions to the Member as needed
Ensure awareness of any AAA programs, products or discounts that may enhance the Members experience based on the specific circumstances of the call

Benefits

Competitive Hourly Rate: The starting base compensation for this position is $10.05 to $19.25 hourly.
Paid Three Week Virtual Training
All required computer equipment will be provided to you by AAA Club Alliance
8% Shift Differential when working regular scheduled shift after 2:00pm EST
Health Insurance (Medical, Vision, Prescription Drug and Dental)
Flexible Spending Accounts
Wellness and Health Advocate Programs
401(k) with Employer Match
Free AAA Membership
Up to 2 weeks Paid parental leave
2+ weeks of PTO within your first year
Paid company holidays
Company provided volunteer opportunities + 1 volunteer day per year
Continual learning reimbursement up to $5,250 per year