Call Center Representative – Roadside Assistance

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🔥 0 minutes ago

🦞 Maine – Remote

🦞 Maine – Remote

💵 $18 - $20 / hour

⏰ Full Time

🟡 Mid-level

🟠 Senior

📞 Call Center Representative

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AAA

WebsiteLinkedInAll Job Openings

5001 - 10000 employees

Founded 1902

🚘 Automotive

🛡️ Insurance

📦 Logistics

Automotive • Insurance • Logistics

AAA is a federation of affiliated automobile clubs, offering various travel-related services and products primarily for its members. It provides emergency roadside assistance, travel planning tools, and member discounts both domestically and internationally. Each club operates independently within its own geographical area, serving its local members while adhering to AAA's overarching standards. AAA also sells travel products like maps and guides, offering resources to assist with international travel. The organization facilitates a network where membership benefits, such as global discounts and emergency services, are extended to international members traveling in the United States and vice versa.

📋 Description

• Field incoming calls from members requiring emergency roadside assistance, including towing, locksmith, fuel, battery, and minor mechanical services • Understand members’ distress and ensure their immediate safety • Document call details promptly and accurately • Maintain a compassionate and composed demeanor during high-intensity calls • Relay critical information to internal and external teams to expedite dispatch • Collaborate with the team to support smooth Emergency Roadside Service operations • Work in a structured environment with measured performance goals focused on member satisfaction

🎯 Requirements

• Prior customer service experience • Call center experience preferred • Bilingual skills, especially Spanish, are a plus • Ability to provide excellent customer service in a high-volume call environment • Excellent verbal and written communication skills • Empathy and desire to help people in distress • Advanced computer and multitasking skills, including talking and typing simultaneously • Ability to navigate multiple systems and screens • Comprehensive understanding of maps, GPS systems, and traffic safety rules • Proficiency in Microsoft Teams and Outlook • High school diploma, GED, or equivalent • Dedicated, quiet, interruption-free workspace • Ability to connect directly to an ISP via Ethernet; no DSL, satellite, or hotspots • Modem/router in the same room as computer equipment • Minimum internet speed of 25 Mbps download and 5 Mbps upload • Ability to maintain productivity and confidentiality remotely • Regular attendance at virtual team meetings and training • Availability during standard business hours and flexibility for possible shift adjustments

🏖️ Benefits

• Starting pay of $18.85/hour, with a scheduled pay increase after 6 months • Weekend shift differential of an additional 10% • Additional $1.00/hour for English/Spanish fluency • Tenure-based scheduled pay increases up to $2.25 between 6–18 months • Monthly incentive program after 6 months, tied to performance and tenure • Advancement opportunities • Company-provided computer • Partial internet reimbursement • Health coverage for medical, dental, and vision • 401(K) savings plan with company match • Pension • Tuition assistance • Floating holidays • PTO for community volunteer programs • Paid parental leave • Wellness programs • Employee discounts on membership, insurance, travel, entertainment, services, and more