Call Center Representative – Roadside Assistance

AAA

AAA roadside assistance representative handling emergency member calls from home. Documenting incidents, coordinating dispatch, and delivering compassionate service in a 24/7 operation.

Posted 8/4/2026full-timeRemote • Kentucky, Pennsylvania, Virginia, West Virginia • 🇺🇸 United StatesMid-LevelSenior💰 $19 per hourWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates strong customer service skills in high-volume call environments, with the ability to handle emergency situations while maintaining empathy and composure. Proficient in navigating multiple systems and utilizing communication tools to ensure effective collaboration and member satisfaction.

Highest-signal resume keywords

Customer Service ExperienceCall Center ExperienceBilingual Skills (Spanish)Advanced Computer SkillsProficiency in Microsoft Teams

ATS Keywords

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Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills

Emergency Roadside AssistanceMultitasking SkillsGPS Systems KnowledgeTraffic Safety Rules UnderstandingTyping Proficiency

Soft Skills

EmpathyExcellent Communication SkillsComposed Demeanor Under Pressure

Tools & Technologies

Microsoft OutlookMicrosoft Teams

Certifications & Qualifications

High School DiplomaGED

Industry Keywords

Emergency ServicesMember SatisfactionRemote WorkPerformance Goals

About the role

Key responsibilities & impact

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

Requirements

What you’ll need

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 workspace without interruptions
Ability to connect directly to 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 uphold productivity and confidentiality in a remote setting
Regular attendance in virtual team meetings and training sessions
Availability during standard business hours and flexibility for possible shift adjustments

Benefits

Comp & perks

Starting pay of $18.85/hour
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, vision
401(K) saving plans with company match
Tuition assistance
Floating holidays and PTO for community volunteer programs
Paid parental leave
Wellness programs
Employee discounts (membership, insurance, travel, entertainment, services and more!)