Call Center Representative Spanish Bilingual - Roadside Assistance

AAA - Automobile Club of Southern California; Dallas (TX); Remote; USD 60,000 - 80,000; Full time

Job summary

An established industry player is seeking a dedicated Call Center Representative to join their dynamic team. In this remote role, you will be the first point of contact for members in distress, providing them with exceptional service and support. Your ability to communicate effectively in both English and Spanish will be crucial as you assist members with various roadside emergencies. The company offers comprehensive training, growth opportunities, and a supportive work environment. If you are passionate about helping others and thrive in a fast-paced setting, this position is perfect for you.

Benefits

Health coverage for medical, dental, vision

401(K) saving plan with company match

Pension

Tuition assistance

PTO for community volunteer programs

Wellness program

Employee discounts on services

Qualifications

• Prior customer service experience, preferably in a call center.
• Bilingual skills in English and Spanish are required.

Responsibilities

• Field incoming calls for emergency roadside assistance.
• Document member details promptly and accurately.
• Maintain composure during high-intensity calls.

Skills

Bilingual in Spanish and English

Customer Service

Communication Skills

Empathy

Multi-tasking Skills

Knowledge of GPS and Traffic Safety

Education

High School diploma or GED

Tools

Microsoft Teams

Microsoft Outlook

Job description

Call Center Representative Spanish Bilingual - Roadside Assistance

As a remote, work from home AAA Roadside Assistance Call Center Representative - bilingual in Spanish / English, 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 $19.85 per hour (Plus weekend shift differential of 10% = $21.84 per hour), 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 in English and Spanish, are required.

• 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