Call Center Representative - Roadside Assistance

ECAAA AAA East Central; United States; Remote; USD 25,000 - 32,000; Full time

Benefits offered by this job

Health coverage

401(k) matching

Tuition assistance

Floating holidays & PTO

Paid parental leave

Wellness programs

Employee discounts

Job summary

Auto Club Enterprises is seeking a remote Call Center Representative for Roadside Assistance. You will serve members in distress, handling calls for towing, locksmith, fuel, and more, while documenting details and coordinating dispatch.

A calm, helpful demeanor is essential for fast, accurate service. Starting pay is $18.85/hour with increases after six months, a 10% weekend differential, and a $1/hour bilingual bonus for English/Spanish fluency.

Qualifications

• Prior customer service experience is required.
• Call center experience is preferred.
• Bilingual English/Spanish is a plus.

Responsibilities

• Handle inbound calls for emergency roadside assistance including towing, locksmith, fuel, battery, and minor mechanical needs.
• Assess caller distress, ensure safety, and document details accurately.
• Maintain a calm, compassionate demeanor on high‑pressure calls.
• Relay critical information to internal/external teams to speed up dispatch.
• Collaborate with teammates to ensure smooth Emergency Roadside Service operations.

Skills

Customer service

Call center

Bilingual English/Spanish

Communication skills

Education

High School diploma

Tools

MS Teams

Outlook

Job description

Call Center Representative - Roadside Assistance

As a remote, work from home 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 Pay: $18.85/hour, with a scheduled pay increase after 6 months
• Weekend Shift Differential: earn an additional 10% = $20.74 per hour
• Bilingual Fluency: receive an additional $1.00/hour for English/Spanish fluency (assessment provided)
• Tenure-Based Growth: scheduled pay increases up to $2.25 between 6–18 months, based on tenure and maintaining good standing
• Monthly Incentive Program: additional earning potential after 6 months, tied to performance and tenure
• 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 plans with company match
• Tuition assistance
• Floating holidays and PTO for community volunteer programs
• Paid parental leave
• Wellness programs
• Employee discounts (membership, insurance, travel, entertainment, services and more!)

Auto Club Enterprises is the largest club within the national AAA federation. We have nearly 17,000 employees in 24 states helping more than 18 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 1900, 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 Our organization participates in E-Verify For more than a century, AAA has been synonymous with trust, dependability, quality, and innovation. It's our mission to provide our growing membership with the legendary service we are famous for, and we welcome committed professionals ready to challenge themselves in a dynamic industry. AAA would not exist without the millions of members who give us their loyalty, or our employees whose mission it is to give those members world-class service. What else do we offer? Stability. Growth. Commitment to an exciting future for both you and our members.