Emergency Roadside Telephone Responder

About the Role: Emergency Roadside Telephone Responder

AAA Club Alliance is actively seeking dedicated Full-Time Emergency Roadside Telephone Responders to join our Virtual Call Center. This is a crucial work-from-home customer service position, providing essential support to AAA Members during roadside emergencies. We value empathy, sound judgment, and excellent communication to ensure our members receive extraordinary service.

Please note: Candidates MUST reside 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

At AAA Club Alliance, we believe in supporting our team members with a comprehensive benefits package:

• Competitive Hourly Rate: Starting base compensation ranges from $10.05 to $19.25 hourly. Actual salary will be determined by experience and geographic location.
• Paid Three Week Virtual Training.
• All required computer equipment is provided by AAA Club Alliance.
• 8% Shift Differential for regular scheduled shifts worked 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.
• Up to 2 weeks Paid Parental Leave.
• 2+ weeks of PTO within your first year, plus paid company holidays.
• Company provided volunteer opportunities and 1 volunteer day per year.
• Continual learning reimbursement up to $5,250 per year.

Requirements

To thrive in this remote role, candidates must meet the following requirements:

• Maintain a quiet, private workspace free from distraction or interruption.
• A stable, high-speed, hard-wired internet connection via Ethernet cable is required throughout employment. Wireless, DSL, Hot Spots, Satellite, or shared/public internet connections are not authorized.
• Successful completion of the three-week virtual training class is mandatory.
• Ability to work weekends, overtime, and/or holidays is required, especially during inclement weather.
• This position does not allow for providing care to others in the household during work hours.
• Previous Salesforce experience is preferred but not required.

Qualifications & Experience

We are looking for individuals with a strong foundation in customer service:

• High School Diploma or equivalent.
• One year of customer service experience, with call center or inbound call-taking experience preferred.
• Effective written and oral communication skills.
• Ability to multi-task, seek resolution, and maintain professionalism during high call volumes in a fast-paced environment.
• Proficient computer use, typing skills, and attention to detail.
• Familiarity with maps and map reading is preferred.

Daily Responsibilities

As an Emergency Roadside Telephone Responder, your daily tasks will include:

• Answering a high volume of incoming calls (averaging 40-60 calls per day) from AAA Members seeking Roadside Assistance.
• Providing extraordinary customer service, using sound judgment and expressing empathy as needed.
• Providing accurate responses using internal knowledgebase programs and reference materials.
• Accurately inputting Member location, vehicle make/model, and description of needs, including any special considerations.
• Utilizing online mapping tools to determine Member breakdown location and establishing tow destinations.
• Actively listening and probing for additional information to identify situations requiring special handling (e.g., safety concerns, extreme hardship) and making sound decisions on service prioritization.
• Providing clear and accurate information on pending service, potential costs, estimated time of arrival, and any necessary instructions to the Member.
• Ensuring awareness of any AAA programs, products, or discounts that may enhance the Member's experience.

Training & Schedule

The paid virtual training class will commence on 4-6-26 and will run for three weeks. You are required to be on camera for the entirety of your training, subsequent training sessions, and/or meetings. Training hours are Monday through Friday from 9:00am to 4:30pm EST.

Both Full-Time and Part-Time schedules will be offered for selection prior to successful completion of training. All times are in Eastern Standard Time:

• 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.

Both Full-Time and Part-Time employees are required to work one weekend day per week.

Key skills/competency

• Customer Service Excellence
• Call Center Operations
• Empathy & Active Listening
• Problem Solving
• Multi-tasking
• Data Entry & Accuracy
• Online Mapping Tools
• Communication Skills
• Stress Management
• Salesforce (preferred)