Call Center Representative – Roadside Assistance

AAA

AAA roadside assistance representative handling emergency member calls for towing, locksmith, fuel, battery, and mechanical services. Documenting incidents and coordinating rapid dispatch while delivering compassionate service.

Posted 8/4/2026full-timeRemote • Virginia • 🇺🇸 United StatesMid-LevelSenior💰 $19 - $21 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 proficiency in navigating multiple systems and providing empathetic support to members in distress. Capable of maintaining productivity and confidentiality while working remotely, with a solid understanding of traffic safety and GPS systems.

Highest-signal resume keywords

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

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Emergency Roadside AssistanceMultitasking SkillsGPS Systems UnderstandingTraffic Safety Rules KnowledgeTyping Skills

Soft Skills

EmpathyExcellent Verbal CommunicationExcellent Written CommunicationComposed Demeanor Under Pressure

Tools & Technologies

Microsoft TeamsMicrosoft Outlook

Certifications & Qualifications

High School DiplomaGED

Industry Keywords

Emergency Roadside ServiceMember SatisfactionCall HandlingVirtual Team Meetings

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 where performance goals are set and measured to drive member satisfaction

Requirements

What you’ll need

Prior customer service experience
Call Center experience is preferred
Bilingual skills, especially in Spanish, are a plus
Ability to provide excellent customer service in a high-volume call environment
Excellent verbal and written communication skills
Empathy and a strong desire to help people in distress
Advanced computer and multitasking skills, including talking and typing simultaneously and navigating 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 an 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 with 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, and vision
401(K) saving plans with company match
Pension
Tuition assistance
Floating holidays
PTO for community volunteer programs
Paid parental leave
Wellness programs
Employee discounts on membership, insurance, travel, entertainment, services, and more