Call Center Representative Spanish Bilingual - Roadside Assistance

AAA - Automobile Club of Southern California; St. Louis (MO); Remote; USD 10,000 - 60,000; Full time

Job summary

A leading automobile assistance organization is hiring a bilingual Call Center Representative for remote support in emergency roadside assistance. The role involves fielding calls, ensuring member safety, and documenting interactions. Requires prior customer service experience, with starting pay of $19.85/hour and opportunities for growth. The organization values diverse backgrounds and offers substantial employee benefits.

Benefits

Health coverage for medical, dental, vision

401(K) saving plan with company match

Tuition assistance

Employee discounts

Qualifications

• Prior customer service experience required; call center experience preferred.
• Ability to provide excellent customer service in high-volume calls.
• Comprehensive understanding of maps, GPS systems, and traffic safety.

Responsibilities

• Field incoming calls from members requiring emergency roadside assistance.
• Ensure member safety and document details accurately.
• Maintain composure during high-intensity calls.

Skills

Bilingual proficiency in English and Spanish

Customer service experience

Excellent communication skills

Empathy and desire to help

Advanced computer and multi-tasking skills

Education

High School diploma, GED or equivalent

Tools

Microsoft Teams

Outlook

Job description

Overview

Call Center Representative Spanish Bilingual - Roadside Assistance

As a remote, work from home AAA Roadside Assistance Call Center Representative – fluent in English/Spanish, 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.

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.

Compensation and Growth

• Starting Pay: $19.85/hour, with a scheduled pay increase after 6 months
• Weekend Shift Differential: earn an additional 10% = $21.84 per hour
• Bilingual Fluency: 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

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.

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