Job Description

As a AAA Roadside Assistance Call Center Representative, you are the first point of contact for our valued members facing distress on the roads. As part of a fast-paced 24/7 operation, you'll have the rewarding opportunity to deliver a totally satisfying member experience by ensuring members are heard, understood, and given the immediate attention they deserve. To empower you in this crucial role, we provide comprehensive training, equipping you with the knowledge needed to deliver legendary service. Field incoming calls from members requiring emergency roadside assistance including services such as towing, locksmith, fuel, battery, and minor mechanical issues. Understand the nature of the member’s distress, ensuring their immediate safety, and document the details promptly and accurately. Maintain a compassionate and composed demeanor, especially during high-intensity calls. Relay critical information to the internal and external teams to expedite the dispatching process. Work collaboratively with the team to ensure the smooth operation of our Emergency Roadside Service. Succeed in a structured environment where performance goals are set and measured, driving member satisfaction. Work-From-Home Requirements include a dedicated, quiet workspace without interruptions, ability to connect to ISP via Ethernet with minimum speeds, company-provided computer and partial internet reimbursement, ability to uphold productivity and confidentiality, regular attendance in virtual meetings, and availability during standard business hours with flexibility for shift adjustments. Requirements include prior customer service experience (call center preferred), bilingual skills especially Spanish a plus, excellent communication skills, empathy, advanced computer and multi-tasking skills, understanding of maps, GPS, and traffic safety, proficiency in Microsoft Teams and Outlook, and a high school diploma or equivalent. Benefits include health coverage, 401(K) with company match and pension, tuition assistance, PTO for volunteer programs, wellness program, and employee discounts. AAA is a large federation of AAA clubs with 14,000 employees in 21 states helping 17 million members, committed to diversity and delivering legendary service.

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