Member Service Representative, Roadside Assistance (Work from Home)

Alberta Motor Association

12d•Remote

About The Position

AMA is hiring a Member Service Representative for its 24/7 Roadside Assistance team. The role provides over-the-phone support to members in stressful roadside situations, including answering inbound calls, gathering and recording information, identifying locations, and assigning requests to the appropriate assistance. Representatives also help members understand AMA membership coverage, costs, products, and services. This is a work-from-home position requiring a dedicated, private, distraction-free workspace and stable, high-speed internet. Shifts are scheduled within operating hours of 6:00 a.m. to 11:00 p.m., seven days a week, and range from 3 to 8 hours. Hours vary based on business needs and are not guaranteed. Candidates must be available for at least 16 hours per week across at least four days, including a weekend day, and must provide availability within one or more specified 10-hour scheduling windows. Peak coverage is needed in early mornings, evenings, weekends, and statutory holidays. Schedules are provided at least two weeks ahead, and employees may pick up coworkers’ shifts. Paid, full-time training is delivered remotely through an online system and facilitator-led sessions. Training runs for up to four weeks, Monday to Friday from 8:00 a.m. to 4:00 p.m., and attendance at all training dates is required. Training is scheduled to start November 23, 2026. Candidates must also be available to pick up equipment onsite.

Requirements

High school diploma.
Previous customer service experience; call-centre experience is preferred.
Clear communication, active listening, and professional telephone etiquette.
Comfort using computers and learning new applications and systems.
Ability to pass a Canadian Criminal Record Check.
Availability for at least 16 hours per week across at least four days, including one weekend day.
Availability for shifts within the stated scheduling windows and for peak periods, including early mornings, evenings, weekends, and statutory holidays.
Availability to attend all training classes Monday to Friday, 8:00 a.m. to 4:00 p.m., for up to four weeks.
Availability for onsite equipment pickup.
A private, secure, dedicated home office free of distractions, with stable high-speed internet.
An Apple or Android smartphone for two-factor authentication.
Ability to sit for extended periods.

Nice To Haves

Previous call-centre experience.
Previous work experience using mapping software.
Daily availability within one or more of the listed 10-hour scheduling windows and availability on at least four days per week.

Responsibilities

Serve as one of the first points of contact for members calling for roadside assistance.
Respond to a high volume of inbound roadside-assistance calls.
Record member information thoroughly and accurately.
Identify call locations accurately and assign calls accordingly.
Use geographical knowledge to process road-service requests accurately and efficiently.
Determine the support required for priority calls.
Stay current on AMA products, services, Roadside Assistance services, and systems.
Learn AMA membership offerings and educate members about their coverage and costs.
Work a variety of shifts, including evening and weekend shifts, and sit for extended periods.