AAA is hiring for Full-Time & Part-Time Emergency Roadside Telephone Responders for our Virtual Call Center.

**This is a work from home customer service position**

**Candidates MUST live within one of the following states to be considered**·   

·Connecticut ·Delaware ·Indiana ·Kansas ·Kentucky ·Maryland ·New Jersey ·Ohio ·Oklahoma ·Pennsylvania ·South Dakota ·Virginia ·Washington, DC ·West Virginia

Benefits:

Competitive Hourly Rate: The starting base compensation for this position is $10.05 to $19.25 hourly.  The base pay range shown is a guideline for compensation and ultimate salary offered will be based on factors such as applicant experience and geographic location. Paid Three Week Virtual TrainingAll required computer equipment will be provided to you by AAA Club Alliance8% Shift Differential when working regular scheduled shift after 3:00pm ESTHealth Insurance (Medical, Vision, Prescription Drug and Dental)Flexible Spending AccountsWellness and Health Advocate Programs401(k) with Employer MatchFree AAA Membership and more

Requirements:

A quiet, private work space free from distraction or interruptionPrevious Salesforce experience preferred but not requiredStable, high-speed, hard-wired internet connection via Ethernet cable required throughout employment.  Wireless, DSL, Hot Spots, Satellite or shared/public internet connection is not authorized and is prohibitedSuccessful completion of three week virtual training classAbility to work weekends, overtime and/or holidays is required and can be needed specifically during times of inclement weatherThis position does not allow the flexibility to provide care to others in the household

Qualifications & Experience:

High School Diploma or equivalentOne year customer service experience, call center/inbound call taking experience preferredEffective written and oral communication skillsAbility to multi-task, seek resolution and remain professional during times of high call volume in a fast paced work environmentProficient computer use, typing skills and attention to detailFamiliarity with maps and map reading are preferred

Daily Responsibilities:

Answer high volume incoming calls (averaging 40-60 calls per day) from AAA Members in need of Roadside Assistance, providing extraordinary customer service using sound judgement, expressing empathy as needed and providing accurate responses using internal knowledgebase programs and reference materialsAccurately input Member location, vehicle make/model and description of the needs of the Member including any special considerationsUse of online mapping tools to determine Member breakdown location and establishing the tow to destinationActively listen and probe for additional information in order to identify situations that may require special handling (e.g. safety concerns, extreme hardship to Member, etc.) and make sound decisions concerning prioritization of serviceProvide clear and accurate information on pending service, potential cost of service, estimated time of arrival and provide any instructions to the Member as neededEnsure awareness of any AAA programs, products or discounts that may enhance the Members experience based on the specific circumstances of the call 

Paid virtual training classes begin on 2-17-2025 & 2-24-2025 and will last for three weeks. You are required to be on camera for the entirety of your training, any subsequent training sessions and/or meetings throughout your employment with AAA.

Hours of training are: Monday through Friday from 9:00am to 4:30pm. Attendance and successful completion of training is required. Both Full Time and Part Time schedules will be offered to you for selection prior to successful completion of training and are as follows:

Full Time: 12:00pm to 8:00pm, 1:00pm to 9:00pm or 2:00pm to 10:00pm

Part Time: 12:00pm to 6:00pm, 1:00pm to 7:00pm or 2:00pm to 8:00pm

Full Time employees work 37.5 hours, 5 days per week.  One weekend day per week is required.

Part Time employees work 24 hours, 4 days per week.  One weekend day per week is required.

#Remote
#WorkFromHome

ACA is an equal opportunity employer and complies with all applicable federal, state, and local employment practices laws. At ACA, we are committed to cultivating a welcoming and inclusive workplace of team members with diverse backgrounds and experiences to enable us to meet our goals and support our values while serving our Members and customers.  We strive to attract and retain candidates with a passion for their work and we encourage all qualified individuals to apply.  It is ACA’s policy to employ the best qualified individuals available for all positions. Hiring decisions are based upon ACA’s operating needs, and applicant qualifications including, but not limited to, experience, skills, ability, availability, cooperation, and job performance.

 

Job Category: 

Customer Service