Call Center Representative – Roadside Assistance

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

📋 Description

• Respond to incoming calls from members in need of emergency roadside assistance, including services such as towing, locksmith, fuel delivery, battery replacement, and minor mechanical repairs.

• Assess members’ situations with empathy and prioritize their immediate safety.

• Accurately and promptly document the details of each call.

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

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

• Work collaboratively with the team to ensure efficient Emergency Roadside Service operations.

• Operate within a structured environment that emphasizes performance goals centered on member satisfaction.

⛳️ Requirements

• Previous experience in customer service is required.

• Experience in a call center is preferred.

• Bilingual abilities, particularly in Spanish, are advantageous.

• Capacity to deliver exceptional customer service in a high-volume call setting.

• Strong verbal and written communication skills are essential.

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

• Proficient computer skills and the ability to multitask, including simultaneous speaking and typing.

• Capability to navigate various systems and screens effectively.

• Strong understanding of maps, GPS technologies, 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 is necessary.

• Capacity to connect directly to an ISP via Ethernet; DSL, satellite, or hotspot connections are not acceptable.

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

• Minimum internet speed requirements include 25 Mbps download and 5 Mbps upload.

• 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 changes.

🏝️ Benefits

• Starting hourly wage of $18.85, with a scheduled pay increase following 6 months of employment.

• Additional 10% pay differential for weekend shifts.

• An extra $1.00/hour for bilingual English/Spanish proficiency.

• Scheduled pay increases based on tenure, totaling up to $2.25 between 6–18 months.

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

• Opportunities for career advancement.

• Company-provided computer equipment.

• Partial reimbursement for internet costs.

• Comprehensive health benefits covering medical, dental, and vision care.

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

• Pension plan available.

• Tuition assistance for further education.

• Floating holidays for added flexibility.

• Paid time off for community volunteer activities.

• Paid parental leave for new parents.

• Wellness programs to support employee health and well-being.

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