Bi-lingual - (spanish/english) full time remote customer service rep - emergency roadside service

It’s a great time to join AAA The Auto Club Group! JOIN THE TEAM COMMITTED TO DRIVING YOUR CAREER FORWARD Job Type: Full time Exempt/Non Exempt: Hourly Job Description: Position Description Primary Duties and Responsibilities:

• Responds to member/customer requests for emergency road service in a call center environment.
• Obtains information regarding type of service required (e.g. vehicle location, type of problem, etc.).
• Provides basic information regarding Emergency Road Service benefits in accordance with Customer Interaction Model.
• Performs geographical location spotting to determine potential service providers.
• Communicates with contractors to provide information regarding member location, vehicle, type of problem, etc. and obtains estimated time of arrival.
• Enters data into D2000 database and documents all relevant details.
• Notifies member of estimated time of arrival and name of contractor.
• May communicate with contractor if service not provided within specified time period and update member on status as necessary.
• Recognize, promote and process membership sales opportunities.
• Verifies completed status of call and closes out on system.

You can make a difference by helping our members during stressful situations. Come to the rescue by:

• Providing superior customer service during every member interaction.
• Responding to a high volume of emergency road service requests in a call center environment.
• Responding to member needs with empathy and understanding while gathering information and providing solutions to get members back on the road.
• Analyzing member accounts to determine additional products and services that benefit the member.
• Exceeding performance metrics by following our detailed call intake process and efficiently working through calls in a timely fashion.

To prepare you for this exciting opportunity, we offer:

• Full-time paid Training beginning Wednesday, June 17, 2026.
• Hours during Virtual Training Monday through Friday from 10:00 am – 6:30 pm EST/9:00am - 5:30pm CST
• Afternoon, evening, weekend shifts available after training (start and end times may shift slightly based on business needs, flexibility will be required to accommodate occasional schedule slides)
• Voluntary overtime opportunities

As a reward for your passion and commitment, we offer:

• Remote Customer Service Representative will earn $19.00 per hour with shift premium for evening periods and weekends.
• Performance based incentives
• $250 Perfect Attendance bonus after 90-days of incident free attendance
• Bi-Lingual Subsidy for bilingual skills (Must be fluent in Spanish and English)

Excellent and comprehensive benefits packages are just another reason to work for the Auto Club Group. Benefits include:

• 401k Match
• Medical
• Dental
• Vision
• PTO
• Paid Holidays
• Tuition Reimbursement
• Corporate Incentive Program
• Complimentary AAA membership
• Employee Referral Bonus
• Employee recognition program

This position will require that you have the following equipment for training and job performance:

• High Speed Internet access with minimum speeds of 100mb
• Ability to connect to a router/modem with Ethernet cable
• Personal cell phone or home phone
• Ability to download company apps on cell phone or tablet
• Earphones/buds or headset, preferred but not required

Supervisory Responsibilities: none

Required Qualifications

Education:

• High school diploma or equivalent

Must qualify, obtain, and maintain all applicable state licenses required for selling and/or servicing Auto Club Group products Experience:

• 6 months of Customer Service Experience
• Providing customers service in a professional manner and de-escalating situations
• Accurately inputting information into various fields using a PC keyboard
• Navigating through a PC and/or automated processing system
• Reading and comprehending various Customer Care service tools (manuals, work models, etc.)
• Performing mathematical calculations including adding, subtracting, percentages, etc.

Knowledge and Skills:

• Telephone etiquette
• Basic Computer skills
• Ability to operate and navigate a laptop or PC often while using multiple applications to include the Internet, Google Maps, Email, company applications and more.
• Ability to toggle back and forth between applications
• North American geographical relationships
• Road condition reporting terminology
• Strong communication skills demonstrated through the effective use of the Customer Interaction Model
• Strong interpersonal skills
• Strong written communications skills needed to respond in a professional manner to member/customer inquiries
• Effective listening skills
• Accurately enter information on a personal computer
• Identify and resolve customer service issues/requests or transfer to appropriate customer advocate
• Represent the Customer Care Department in a professional and positive manner
• Maintain accurate records
• Understand, read and reconcile payment history
• Read maps and use travel related tools (i.e., directional cues)

Preferred Qualifications

College level coursework in Business, Marketing, Geography or other related field and/or applicable professional/technical certification courses. Experience in:

• Call center environment - minimum 6 months
• Remote work
• Customer service environment
• Promoting ACG products and services
• Identifying and responding to customer needs through cross-selling and up-selling products

Work Environment

Irregular hours to include various shifts, weekends and/or holidays. This is a remote call center position. Call Center employees work remote full-time. An exception to this would be in the case of connectivity or service level issues, in which employees would be required to report temporarily to a designated ACG facility (if located Apply tot his job Apply To this Job