Call Center Representative - Roadside Assistance

AAA Auto Club Enterprises; Virginia Beach (VA); Remote; USD 26,000 - 29,000; Full time

Benefits offered by this job

Health coverage

401(K) saving plans with company match

Pension

Tuition assistance

Floating holidays and PTO

Paid parental leave

Wellness programs

Employee discounts

Job summary

AAA Auto Club Enterprises is seeking a remote Roadside Assistance Call Center Representative to be the first point of contact for distressed members in a 24/7 operation.

You will listen, document details, and provide immediate assistance while maintaining compassion. Training is provided to empower you to deliver legendary service from home.

Qualifications

• Experience in customer service, preferably call center.
• Bilingual skills a plus (Spanish).
• Excellent verbal and written communication.
• Empathy and ability to assist people in distress.
• Advanced computer skills and multitasking during calls.
• Familiarity with maps/GPS and traffic safety is helpful.

Responsibilities

• Answer inbound calls from members needing emergency roadside assistance.
• Understand distress and document details promptly and accurately.
• Maintain calm and compassionate demeanor on high-stress calls.
• Relay information to teams to expedite dispatching.
• Collaborate with team to ensure smooth Emergency Roadside Service operations.
• Work toward performance targets and member satisfaction.

Skills

Customer service

Call center experience

Bilingual (Spanish)

Multitasking

Communication

Education

High School diploma

Tools

Microsoft Teams

Outlook

Job description

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.

The starting pay range for this position is $18.85 – $20.74 per hour. Additionally, after completion of your first year in the role, you will be eligible to participate in our incentive program based upon your team and individual performance.

Remarkable benefits:

• Health coverage for medical, dental, vision
• 401(K) saving plans with company match AND Pension
• 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