Call Center Representative - Roadside Assistance

AAA Auto Club Enterprises; Portland (ME); On-site; Full time

Job summary

AAA Auto Club Enterprises is seeking a Call Center Representative for Roadside Assistance in Portland, ME. In this role, you will be the first point of contact for members needing emergency assistance, ensuring their immediate safety and satisfaction. Comprehensive training will be provided to equip you with the necessary skills to deliver exceptional service. The position offers full-time hours with opportunities for growth and advancement.

Benefits

Health coverage for medical, dental, vision

401(K) saving plan with company match AND Pension

Tuition assistance

PTO for community volunteer programs

Wellness program

Employee discounts

Qualifications

• Prior customer service experience; call center experience preferred.
• Bilingual skills, especially in Spanish, are a plus.
• Ability to provide excellent customer service in a high-volume call environment.

Responsibilities

• Field incoming calls from members requiring emergency roadside assistance.
• Document details promptly and accurately.
• Maintain a compassionate demeanor during high-intensity calls.

Skills

Customer service

Communication

Empathy

Multi-tasking

Education

High School diploma, GED or equivalent

Tools

Microsoft Teams

Outlook

Job description

Call Center Representative - Roadside Assistance

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Call Center Representative - Roadside Assistance

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As a AAA Roadside Assistance Call Center Representative, you are the first point of contact for our valued members facing distress on the roads. As part of a fast-paced 24/7 operation, you'll have the rewarding opportunity to deliver a totally satisfying member experience by ensuring members are heard, understood, and given the immediate attention they deserve. To empower you in this crucial role, we provide comprehensive training, equipping you with the knowledge needed to deliver legendary service.

• Starting at $18.85 per hour (Plus weekend shift differential of 10% = $20.74 per hour)
• Fluent in Spanish, a $1.00 increase to hourly rate (fluency test provided)
• Full-time Afternoon/Evening Shifts including weekends and some holidays
• Growth and advancement opportunities
  
  

What You Will Do:

• Field incoming calls from members requiring emergency roadside assistance including services such as towing, locksmith, fuel, battery, and minor mechanical issues.
• Understand the nature of the member’s distress, ensuring their immediate safety, and document the details promptly and accurately.
• Maintain a compassionate and composed demeanor, especially during high-intensity calls.
• Relay critical information to the internal and external teams to expedite the dispatching process.
• Work collaboratively with the team to ensure the smooth operation of our Emergency Roadside Service.
• Succeed in a structured environment where performance goals are set and measured, driving member satisfaction.
  
  

Work-From-Home Requirements:

• Dedicated, quiet workspace without interruptions.
• You must have the ability to directly connect to ISP via Ethernet (No DSL, Satellite, Hot Spots, etc). Modem/Router must be in the same room as the computer equipment with a minimum of 25 mbps download and 5 mbps upload. A company-provided computer and partial internet reimbursement are included to support the reasonable cost of your connectivity.
• Demonstrated ability to uphold productivity and confidentiality in a remote setting.
• Regular attendance in virtual team meetings and training sessions.
• Availability during standard business hours and flexibility for possible shift adjustments.
  
  

What You Will Need:

• Prior customer service experience. Call Center experience is preferred. Bilingual skills, especially in Spanish, are a plus.
• Ability to provide excellent customer service and thrive in a high-volume call environment.
• Excellent communication skills, both verbal and written.
• Empathy and a strong desire to help those in distress.
• Advanced computer and multi-tasking skills with the ability to talk and type at the same time and navigate 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.
  
  

Remarkable benefits:

• Health coverage for medical, dental, vision
• 401(K) saving plan with company match AND Pension
• Tuition assistance
• PTO for community volunteer programs
• Wellness program
• Employee discounts (membership, insurance, travel, entertainment, services and more!)
  
  

Auto Club Enterprises is the largest federation of AAA clubs in the nation. We have 14,000 employees in 21 states helping 17 million members. The strength of our organization is our employees. Bringing together and supporting different cultures, backgrounds, personalities, and strengths creates a team capable of delivering legendary, lifetime service to our members. When we embrace our diversity – we win. All of Us! With our national brand recognition, long-standing reputation since 1902, and constantly growing membership, we are seeking career-minded, service-driven professionals to join our team.

"Through dedicated employees we proudly deliver legendary service and beneficial products that provide members peace of mind and value.”

AAA is an Equal Opportunity Employer

Seniority level

• Seniority level

  Entry level

Employment type

• Employment type

  Full-time

Job function

• Job function

  Other

• Industries

  Insurance

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