Call Center Representative - Roadside Assistance

About the Employer

The hiring organization supports a large roadside assistance membership network within the national AAA federation. It employs nearly 17,000 people across 24 states and serves more than 18 million members. Its work centers on delivering dependable emergency roadside help to motorists in distress, backed by a broad and growing workforce.

Role Summary

This position is the first point of contact for members who need urgent roadside support. The representative plays a key role in providing calm, empathetic assistance, gathering accurate details, and helping coordinate quick dispatch so members receive timely service. The role has a direct impact on member satisfaction and the speed of emergency response operations.

Key Duties

• Answer incoming calls from members requesting roadside help such as towing, locksmith assistance, fuel delivery, battery support, and minor mechanical service.
• Evaluate each situation carefully, confirm safety concerns, and record the information with accuracy.
• Stay composed and empathetic while handling stressful and high-volume calls.
• Share essential details with internal and external teams so service providers can be dispatched quickly.
• Work closely with teammates to keep emergency service workflows running smoothly.
• Contribute to performance targets tied to member satisfaction.

Skills and Qualifications

• Background in customer service; prior call center experience is preferred.
• Strong spoken and written communication skills.
• Ability to show empathy and support people in urgent or distressing situations.
• Comfort handling multiple tasks at once, including typing while speaking and moving between several computer systems.
• Working knowledge of maps, GPS, and traffic safety concepts.
• Experience using Microsoft Teams and Outlook.
• High school diploma, GED, or an equivalent qualification.
• Ability to stay productive and protect confidentiality while working remotely.
• Access to a quiet dedicated workspace and a reliable wired Ethernet connection with at least 25 Mbps download and 5 Mbps upload speeds.
• Availability for virtual meetings and training during standard business hours, with some shift flexibility as needed.
• Bilingual Spanish skills are an advantage.

Compensation and Growth

The starting wage is $18.85 per hour, with scheduled pay increases after 6 months. Weekend shifts include a 10% differential, bringing pay to $20.74 per hour. Employees who are fluent in English and Spanish may receive an additional $1.00 per hour, subject to assessment. Tenure-based increases can raise pay by up to $2.25 between 6 and 18 months. A monthly incentive program becomes available after 6 months based on tenure and performance. Advancement opportunities are also available.

Benefits

• Medical, dental, and vision coverage.
• 401(k) plan with company match and a pension plan.
• Tuition assistance.
• Floating holidays and paid time off for community volunteer activities.
• Paid parental leave.
• Wellness programs.
• Employee discounts on memberships, insurance, travel, entertainment, and services.

Equal Opportunity

The employer follows an equal opportunity hiring policy and welcomes applicants from all backgrounds. Employment decisions are made without regard to race, color, religion, gender, gender identity or expression, sexual orientation, or national origin.

Additional Information

The hiring company is the direct employer for this role. A third-party recruiting partner is only facilitating the connection between candidates and the employer.