Call Center Representative RAP; Roadside Assistance Program - 2nd shift

Call Center Representative RAP (Roadside Assistance Program) – 2nd Shift (57708)

Eligible applicants must live within the AAA Northeast footprint (RI, MA, CT, NY, NJ, FL). This position is work‑from‑home; a high‑speed internet connection meeting AAA's minimum requirements is required.

Schedule: 2nd shift, 1:00 p.m.–12:00 a.m. Minimum one weekend shift per week required.

At AAA Northeast, our mission is to help and serve franz; we have earned the trust of millions and have remained a resilient brand for over a century.

As a Call Center Representative, you will receive incoming roadside assistance calls from contracted auto companies, process requests, and provide information on road service products and services. Deliver Five Diamond Customer Service to encourage member retention, renewal, and new membership sales.

• Take road service calls while managing the caller’s emotional state (calming angry or anxious members). Gather accurate information (membership number, contact details, vehicle description, location, and nature of the issue) and capture data with department software.
• Prioritize calls for safety, research membership status, and determine the best course of action, including map references to locate disabled vehicles.
• Provide information on policies, procedures, and assist members with special circumstances or borderline cases, consulting supervisors when needed.
• Complete all required after‑call work in accordance with departmental standards for talk time and staffed time.

Hourly rate: $19.00 – $20.00 per hour.

• Education: High School Diploma or GED, or 4 years’ experience in lieu of a degree.
• Experience: Customer service experience (required); call center experience preferred.
• Skills: Ability to handle high‑volume and challenging situations, Carlson listening, effective written and verbal communication, map navigation, persuasive selling, building trust, applying generic rules to specific problems, maintaining confidentiality, and proficiency with relevant computer applications.

Entry level

Full‑time

Other

ねConsumer Services