Remote Emergency Roadside Telephone Responder

AAA Club Alliance is hiring Remote Emergency Roadside Telephone Responders for a virtual call center role promoted via Lensa. The role supports AAA members by handling inbound roadside assistance calls, capturing accurate details, and coordinating service using internal tools and mapping.

• Answer high-volume inbound calls from AAA Members needing roadside assistance (approximately 40–60 calls per day) and provide professional, empathetic customer service.

• Gather and accurately enter member location, vehicle details (make/model), and the nature of the issue, including any special considerations.

• Use online mapping tools to identify breakdown location and determine tow destination details.

• Actively listen, probe for additional information, and identify calls requiring special handling (e.g., safety concerns, extreme hardship), prioritizing service appropriately.

• Communicate clear information about pending service, potential costs, estimated time of arrival, and any needed instructions.

• Maintain awareness of AAA programs, products, and discounts that may enhance the member experience during the call.

• High school diploma or equivalent.

• At least 1 year of customer service experience; call center/inbound call-taking experience preferred.

• Effective written and verbal communication skills.

• Ability to multitask, seek resolution, and remain professional in a fast-paced, high call-volume environment.

• Proficient computer skills, typing, and strong attention to detail.

• Salesforce experience preferred but not required.

• Familiarity with maps/map reading preferred.

• Quiet, private workspace free from distractions or interruptions.

• Stable high-speed hard-wired internet via Ethernet required; wireless/DSL/hotspots/satellite/shared or public internet prohibited.

• Successful completion of a paid three-week virtual training; camera required during training and subsequent trainings/meetings.

• Ability to work weekends, overtime, and/or holidays as needed (especially during inclement weather).

• Role does not allow flexibility to provide care to others in the household while working.

• Must reside in one of the eligible locations: CT, DE, IN, KS, KY, MD, NJ, OH, OK, PA, SD, VA, Washington DC, or WV.

• Work from home (remote) virtual call center position.

• Paid three-week virtual training; training schedule Monday–Friday, 9:00am–4:30pm EST; attendance and successful completion required.

• Full-time shifts (EST): 12:00pm–8:00pm, 1:00pm–9:00pm, or 2:00pm–10:00pm.

• Part-time shifts (EST): 12:00pm–6:00pm, 1:00pm–7:00pm, or 2:00pm–8:00pm.

• Full-time and part-time employees must work one weekend day per week.

• Starting hourly pay range: $10.05–$19.25/hour; 8% shift differential for regularly scheduled shifts after 3:00pm EST.

• Company-provided computer equipment.

• Benefits mentioned include medical, dental, vision, prescription coverage; flexible spending accounts; wellness programs; 401(k) with employer match; paid parental leave (up to 2 weeks); PTO (2+ weeks in first year); paid company holidays; volunteer opportunities plus 1 volunteer day; free AAA membership; learning reimbursement up to $5,250/year.