Call Center Representative – Roadside Assistance

This is a fully remote position, open to applicants in Kentucky, +3 more states.

📋 Description

• Handle incoming calls from members requesting emergency roadside assistance, which includes towing, locksmith, fuel, battery, and minor mechanical services.

• Assess members' distress and immediate safety requirements, documenting details efficiently and accurately.

• Maintain a compassionate and calm demeanor during high-pressure calls.

• Convey essential information to internal and external teams to facilitate prompt dispatching.

• Collaborate with the team to ensure the efficient functioning of Emergency Roadside Service.

• Operate within a structured environment with defined performance metrics to enhance member satisfaction.

⛳️ Requirements

• Previous experience in customer service.

• Call center experience is preferred.

• Bilingual abilities, especially in Spanish, are advantageous.

• Capability to deliver outstanding customer service in a high-volume call setting.

• Exceptional verbal and written communication skills.

• Empathy and a genuine desire to assist individuals in distress.

• Advanced computer and multitasking abilities, including simultaneous talking and typing, along with navigating multiple systems and screens.

• Thorough understanding of maps, GPS systems, and traffic safety regulations.

• Proficient in Microsoft Teams and Outlook.

• High school diploma, GED, or equivalent is required.

• A dedicated, quiet workspace free from interruptions.

• Ability to connect directly to an ISP via Ethernet; no DSL, satellite, or hotspots are acceptable.

• Minimum internet speeds of 25 Mbps for downloads and 5 Mbps for uploads are necessary.

• Capacity to maintain productivity and confidentiality in a remote work environment.

• Consistent attendance in virtual team meetings and training sessions.

• Availability during standard business hours with flexibility for potential shift changes.

🏝️ Benefits

• Scheduled pay increase after 6 months.

• Weekend shift differential of an additional 10%.

• Additional $1.00/hour for bilingual English/Spanish proficiency.

• Tenure-based scheduled pay increases of up to $2.25 between 6–18 months, contingent on tenure and maintaining good standing.

• Monthly incentive program following 6 months, linked to performance and tenure.

• Opportunities for advancement.

• Company-provided computer.

• Partial reimbursement for internet expenses.

• Health coverage for medical, dental, and vision needs.

• 401(k) savings plan with company matching contributions.

• Tuition assistance available.

• Floating holidays and PTO for community volunteer initiatives.

• Paid parental leave.

• Wellness programs offered.

• Employee discounts on memberships, insurance, travel, entertainment, services, and more.