Call Center Representative – Roadside Assistance

This is a fully remote position, open to applicants in Maine.

📋 Description

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

• Assess members’ situations, prioritize immediate safety, and accurately document details in a timely manner.

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

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

• Work collaboratively with the team to ensure the effective functioning of the Emergency Roadside Service.

• Operate within a structured environment that has defined performance metrics aimed at enhancing member satisfaction.

⛳️ Requirements

• Previous experience in customer service is required.

• Call Center experience is preferred.

• Bilingual abilities, particularly in Spanish, are advantageous.

• Capacity to deliver exceptional customer service and excel in a high-volume calling environment.

• Strong verbal and written communication skills.

• A genuine sense of empathy and a strong commitment to assisting individuals in distress.

• Proficient in computer usage and multitasking, including the ability to talk and type simultaneously while navigating various systems and screens.

• Solid understanding of maps, GPS technology, and traffic safety regulations.

• Familiarity with Microsoft Teams and Outlook is required.

• High School diploma, GED, or equivalent is necessary.

• A dedicated, quiet workspace that is free from interruptions.

• Capability to connect directly to the ISP via Ethernet; DSL, satellite, or hotspots are not acceptable.

• Modem/router must be located in the same room as computer equipment.

• Minimum internet speeds of 25 Mbps download and 5 Mbps upload are required.

• Ability to maintain productivity and confidentiality while working remotely.

• Regular attendance at virtual team meetings and training sessions is expected.

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

🏝️ Benefits

• Scheduled salary increase after 6 months of employment.

• Additional 10% pay differential for weekend shifts.

• Extra $1.00/hour for bilingual proficiency in English and Spanish.

• Scheduled pay increases based on tenure, up to $2.25 over a period of 6–18 months.

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

• Opportunities for career advancement.

• Company-provided computer for work use.

• Partial reimbursement for internet costs.

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

• 401(K) retirement plans with company matching contributions.

• Pension benefits available.

• Tuition assistance programs to support ongoing education.

• Floating holidays and paid time off for community volunteer initiatives.

• Paid parental leave policy.

• Wellness programs to promote employee health.

• Discounts for various services, including membership, insurance, travel, entertainment, and more.