Remote Emergency Roadside Telephone Responder

Job Description:

AAA is now 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 Training
• All required computer equipment will be provided to you by AAA Club Alliance
• 8% Shift Differential when working regular scheduled shift after 3:00pm EST
• Health Insurance (Medical, Vision, Prescription Drug and Dental)
• Flexible Spending Accounts
• Wellness and Health Advocate Programs
• 401(k) with Employer Match
• Free AAA Membership and more

Requirements:

• A quiet, private work space free from distraction or interruption
• Previous Salesforce experience preferred but not required
• Stable, 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 prohibited
• Successful completion of three week virtual training class
• Ability to work weekends, overtime and/or holidays is required and can be needed specifically during times of inclement weather
• This position does not allow the flexibility to provide care to others in the household

Qualifications & Experience:

• High School Diploma or equivalent
• One year customer service experience, call center/inbound call taking experience preferred
• Effective written and oral communication skills
• Ability to multi-task, seek resolution and remain professional during times of high call volume in a fast paced work environment
• Proficient computer use, typing skills and attention to detail
• Familiarity 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 materials
• Accurately input Member location, vehicle make/model and description of the needs of the Member including any special considerations
• Use of online mapping tools to determine Member breakdown location and establishing the tow to destination
• Actively 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 service
• Provide clear and accurate information on pending service, potential cost of service, estimated time of arrival and provide any instructions to the Member as needed
• Ensure 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 class begins on 6-2-2025 and will last for three weeks. Hours of training are: Monday through Friday from 9:00am to 4:30pm EST. Attendance and successful completion of training is required. 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.

Both Full Time and Part Time schedules are available. The range of schedules to select from are as follows and will be awarded on a first come, first serve basis:

**All Times Are In Eastern Standard Time**

Full Time: 3:00pm to 11:00pm, 4:00pm to 12:00am or 5:00pm to 1:00am EST

Part Time: 5:00pm to 11:00pm, 6:00pm to 12:00am or 7:00pm to 1:00am EST

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

A Note to Applicants:

Work from home or remote positions primary residence must reside within the footprint that AAA Club Alliance Inc. operates. Our club is located in Washington DC and 13 states including Connecticut, Delaware, Indiana, Kansas, Kentucky, Maryland, New Jersey, Ohio, Oklahoma, Pennsylvania, South Dakota, Virginia, and West Virginia.

About Us

AAA Club Alliance is the result of AAA Mid-Atlantic, AAA Allied Group, AAA Oklahoma/South Dakota, and AAA Ohio Automobile Club joining, now representing nearly 7.4 million members in 13 states including Washington, D.C. We’ve created an environment where you can look forward to coming to work and interacting with compassionate people who enjoy what they do and love supporting their team.

We’re dedicated to keeping our Associates fulfilled and helping them feel secure. With such a diversity of products and services, our Associates have the opportunity to fulfill customer needs while growing their own career. So that leaves one question, are you ready to make a difference?