Call Center Representative – Roadside Assistance

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

📋 Description

• Respond to incoming calls from members seeking emergency roadside assistance, which may involve towing, locksmith services, fuel delivery, battery replacements, and minor mechanical repairs.

• Assess the urgency of members' situations, prioritize their immediate safety, and accurately document essential information in a timely manner.

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

• Communicate vital information to both internal and external teams to facilitate quick dispatching.

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

• Operate within a structured environment where performance objectives are established and monitored to enhance member satisfaction.

⛳️ Requirements

• Previous experience in customer service is required.

• Experience in a call center setting is preferred.

• Proficiency in bilingual communication, particularly in Spanish, is advantageous.

• Capability to deliver outstanding customer service in a fast-paced call environment.

• Exceptional verbal and written communication abilities.

• A strong sense of empathy and a genuine desire to assist individuals in distress.

• Advanced computer skills and the ability to multitask, including speaking and typing simultaneously while navigating various systems and screens.

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

• Proficient in Microsoft Teams and Outlook applications.

• High School diploma, GED, or an equivalent qualification is required.

• A quiet and dedicated workspace free from interruptions is necessary.

• Must have the ability to connect directly to an ISP via Ethernet; DSL, satellite, or hotspot connections are not permitted.

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

• An internet speed of at least 25 Mbps for downloads and 5 Mbps for uploads is required.

• Must be able to maintain productivity and confidentiality while working remotely.

• Regular participation in virtual team meetings and training sessions is expected.

• Availability during standard business hours with flexibility for possible schedule changes is essential.

🏝️ Benefits

• Starting hourly wage of $18.85.

• Scheduled pay increase after six months of employment.

• Additional 10% pay for weekend shifts.

• Extra $1.00/hour for fluency in both English and Spanish.

• Scheduled pay increases based on tenure, up to $2.25 within the first 6 to 18 months.

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

• Opportunities for career advancement.

• Company-issued computer provided.

• Partial reimbursement for internet expenses.

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

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

• Pension plan available.

• Tuition assistance offered.

• Floating holidays provided.

• Paid time off for participating in community volunteer programs.

• Paid parental leave policy.

• Wellness programs accessible to employees.

• Discounts available for memberships, insurance, travel, entertainment, services, and more.