Call Center Representative – Roadside Assistance

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

📋 Description

• Answer incoming calls from members in need of emergency roadside assistance, including towing, locksmith, fuel, battery, and minor mechanical services.

• Recognize the distress of members and prioritize their immediate safety.

• Accurately and promptly document call specifics.

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

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

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

• Operate within a structured environment with defined performance goals aimed at enhancing member satisfaction.

• Complete thorough training to provide AAA roadside assistance and exceptional member service.

⛳️ Requirements

• Previous experience in customer service.

• Call Center experience is preferred.

• Bilingual abilities, particularly in Spanish, are advantageous.

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

• Strong verbal and written communication skills.

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

• Proficient computer and multitasking abilities, including the capacity to talk and type simultaneously while navigating various systems and screens.

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

• Familiarity with Microsoft Teams and Outlook.

• High School diploma, GED, or equivalent.

• A dedicated and quiet workspace free from interruptions.

• Ability to connect directly to the Internet Service Provider via Ethernet; DSL, satellite, or hotspots are not acceptable.

• Minimum internet speed of 25 Mbps for downloads and 5 Mbps for uploads.

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

• Regular attendance at virtual team meetings and training sessions.

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

🏝️ Benefits

• Scheduled pay increase after 6 months.

• Additional 10% for weekend shift differentials.

• Extra $1.00/hour for English/Spanish bilingual fluency.

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

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

• Opportunities for advancement.

• Company-provided computer.

• Partial reimbursement for internet expenses.

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

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

• Pension benefits.

• Tuition assistance.

• Floating holidays and PTO for community volunteer activities.

• Paid parental leave.

• Wellness programs.

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