Call Center Representative, Spanish Bilingual - Roadside

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

📋 Description

• Handle incoming calls from members seeking emergency roadside assistance, including services such as towing, locksmith, fuel delivery, battery replacement, and minor mechanical repairs.

• Assess the nature of the members’ distress, ensure their immediate safety, and accurately document the details in a timely manner.

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

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

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

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

• Participate in virtual team meetings and training sessions.

• Offer assistance in both English and Spanish to AAA members.

⛳️ Requirements

• Previous experience in customer service is essential.

• Call center experience is preferred.

• Bilingual proficiency in both English and Spanish is required.

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

• Strong verbal and written communication abilities.

• Empathy and a strong commitment to assisting individuals in distress.

• Advanced computer skills and multitasking abilities, including the capacity to talk and type simultaneously while navigating multiple systems and screens.

• In-depth knowledge of maps, GPS technology, and traffic safety regulations.

• Proficiency in Microsoft Teams and Outlook.

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

• A dedicated, quiet workspace free from distractions.

• Ability to connect directly to an Internet Service Provider via Ethernet; DSL, satellite connections, and hotspots are not acceptable.

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

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

• Capability 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 pay of $19.85/hour, with a scheduled pay increase after six months.

• Additional 10% weekend shift differential.

• Scheduled pay increases based on tenure, up to $2.25 between six to eighteen months, contingent on maintaining good standing.

• Monthly incentive program with extra earning potential after six months, linked to performance and tenure.

• Opportunities for advancement within the company.

• Company-provided computer for all work-related tasks.

• Partial reimbursement for internet expenses.

• Health insurance coverage, including medical, dental, and vision plans.

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

• Pension benefits.

• Tuition assistance for educational pursuits.

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

• Paid parental leave for new parents.

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

• Discounts for employees on membership, insurance, travel, entertainment, services, and more!