Full Time Remote Customer Service Rep - Emergency Roadside Service

📋 Description

• • Be the calm voice in a stressful moment: every day you’ll answer high-volume inbound calls from AAA members who are stranded on the roadside, frightened, or frustrated, and you’ll turn that anxiety into relief by dispatching the right help quickly and accurately.
• • Master a fast-paced, technology-driven workflow: toggle between D2000, Google Maps, contractor portals, and knowledge bases to pinpoint exact member locations, identify the closest qualified service provider, and transmit critical details—vehicle make/model, problem type, member entitlements—within minutes.
• • Own the end-to-end service experience: from the first “Thank you for calling AAA” to the final “Safe travels,” you will document every interaction, monitor contractor ETAs, proactively update members if delays occur, verify service completion, and close tickets with complete, audit-ready notes.
• • Drive membership growth through genuine service: while solving the immediate crisis, you’ll analyze member accounts in real time, recognize gaps in coverage, and seamlessly present upsell or cross-sell opportunities—turning a stressful lockout into a conversation about upgraded roadside, insurance, or travel products.
• • Exceed measurable performance standards: consistently hit or surpass KPIs such as average handle time, first-call resolution, member satisfaction, and sales conversion by following the Customer Interaction Model and leveraging continuous coaching feedback.
• • Work a flexible, remote schedule that fits your life: after completing paid virtual training (Mon–Fri 10:00 am–6:30 pm EST starting 5 Feb 2026), choose from afternoon, evening, or weekend shifts; occasional schedule slides may occur to meet service-level demands, and voluntary overtime is frequently available.
• • Thrive in a fully remote, yet highly connected culture: collaborate with dispatch teams, contractor networks, and quality coaches via chat, video, and phone while maintaining the discipline to stay productive in your home office.
• • Represent the trusted AAA brand with every word: use polished telephone etiquette, empathetic listening, and clear, concise communication to reinforce why 14 million members rely on ACG when it matters most.
• • Continuously sharpen your skills: participate in ongoing learning modules covering new products, geography shortcuts, system enhancements, and de-escalation techniques to keep your knowledge razor-sharp and your career trajectory upward.
• • Contribute to a safer, more mobile society: your accurate data entry and real-time updates help AAA refine its nationwide contractor network, improve response times, and ultimately reduce roadside risk for all drivers.