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Remote Emergency Roadside Telephone Responder

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<p><b><span>AAA is hiring for Full-Time Emergency Roadside Telephone Responders for our Virtual Call Center.</span></b></p><p></p><p><i><span>**This is a work from home customer service position**</span></i></p><p></p><p><b><u><span>**Candidates MUST live within one of the following states to be considered**</span></u>·  </b> </p><p>·Connecticut ·Delaware ·Indiana ·Kansas ·Kentucky ·Maryland ·New Jersey ·Ohio ·Oklahoma ·Pennsylvania ·South Dakota ·Virginia ·Washington, DC ·West Virginia</p><p></p><p><b><span>Benefits:</span></b></p><ul><li>Competitive Hourly Rate: <i>The starting base compensation for this position is $10.05 to $19.25 hourly.  <u><b>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.</b></u></i><u><b> </b></u></li><li>Paid Three Week Virtual Training</li><li>All required computer equipment will be provided to you by AAA Club Alliance</li><li>8% Shift Differential when working regular scheduled shift after 3:00pm EST</li><li>Health Insurance (Medical, Vision, Prescription Drug and Dental)</li><li><span>Flexible Spending Accounts</span></li><li><span>Wellness and Health Advocate Programs</span></li><li><span>401(k) with Employer Match</span></li><li><span>Free AAA Membership and more</span></li></ul><p></p><p><b><span>Requirements: </span></b></p><ul><li><span>A quiet, private work space free from distraction or interruption</span></li><li><span>Previous Salesforce experience preferred but not required</span></li><li><span>Stable, high-speed, hard-wired internet connection via Ethernet cable <b>required</b> throughout employment.  <i>Wireless, DSL, Hot Spots, Satellite or shared/public internet connection is <b>not</b> authorized and is prohibited</i></span></li><li><span>Successful completion of three week virtual training class</span></li><li><span>Ability to work weekends, overtime and/or holidays is required and can be needed specifically during times of inclement weather</span></li><li><span>This position does <b>not</b> allow the flexibility to provide care to others in the household</span></li></ul><p></p><p><b><span>Qualifications & Experience: </span></b></p><ul><li><span>High School Diploma or equivalent</span></li><li><span>One year customer service experience, call center/inbound call taking experience preferred</span></li><li><span>Effective written and oral communication skills</span></li><li><span>Ability to multi-task, seek resolution and remain professional during times of high call volume in a fast paced work environment</span></li><li><span>Proficient computer use, typing skills and attention to detail</span></li><li><span>Familiarity with maps and map reading are preferred</span></li></ul><p></p><p><b><span>Daily Responsibilities:</span></b></p><ul><li>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</li><li>Accurately input Member location, vehicle make/model and description of the needs of the Member including any special considerations</li><li>Use of online mapping tools to determine Member breakdown location and establishing the tow to destination</li><li>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</li><li>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</li><li>Ensure awareness of any AAA programs, products or discounts that may enhance the Members experience based on the specific circumstances of the call </li></ul><p></p><p><b>Paid virtual training class begins on <u>10-6-2025</u> and will last for three weeks. 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.</b></p><p></p><p><b><span>Hours of training are: Monday through Friday from 9:00am to 4:30pm EST. Attendance and successful completion of training is required. </span></b><b>Both Full Time and Part Time schedules will be offered to you for selection prior to successful completion of training and are as follows:</b></p><p></p><p>**All Times Are In Eastern Standard Time**</p><p><b>Full Time: </b>7:00am to 3:00pm, 8:00am to 4:00pm or 9:00am to 5:00pm EST</p><p></p><p><span>Full Time employees work 37.5 hours, 5 days per week.  One weekend day per week is required. </span></p><p></p><p>LI-Remote</p><p>#LI-Remote</p><p>#Remote #WorkFromHome<br>#US #aaacluballiancejobs</p><p></p><p><b><span>Full time Associates</span></b><span> are offered a comprehensive benefits package that includes:</span></p><ul><li><span>Medical, Dental, and Vision plan options</span></li><li><span>Up to 2 weeks Paid parental leave </span></li><li><span>401k plan with company match up to 7%</span></li><li><span>2+ weeks of PTO within your first year</span></li><li><span>Paid company holidays</span></li><li><span>Company provided volunteer opportunities + 1 volunteer day per year</span></li><li><span>Free AAA Membership</span></li><li><span>Continual learning reimbursement up to $5,250 per year</span></li><li><span>And MORE! Check out our </span><u><span><a href="https://cluballiance.aaa.com/careers/benefits" target="_blank" rel="noopener noreferrer"><span>Benefits Page</span></a></span></u><span> for more information</span></li></ul><p style="text-align:inherit"></p><p style="text-align:left">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.</p><p style="text-align:inherit"><span> </span></p><p style="text-align:inherit"></p><p style="text-align:left"><b>Job Category: </b></p>Customer Service

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Common Interview Questions And Answers

1. HOW DO YOU PLAN YOUR DAY?

This is what this question poses: When do you focus and start working seriously? What are the hours you work optimally? Are you a night owl? A morning bird? Remote teams can be made up of people working on different shifts and around the world, so you won't necessarily be stuck in the 9-5 schedule if it's not for you...

2. HOW DO YOU USE THE DIFFERENT COMMUNICATION TOOLS IN DIFFERENT SITUATIONS?

When you're working on a remote team, there's no way to chat in the hallway between meetings or catch up on the latest project during an office carpool. Therefore, virtual communication will be absolutely essential to get your work done...

3. WHAT IS "WORKING REMOTE" REALLY FOR YOU?

Many people want to work remotely because of the flexibility it allows. You can work anywhere and at any time of the day...

4. WHAT DO YOU NEED IN YOUR PHYSICAL WORKSPACE TO SUCCEED IN YOUR WORK?

With this question, companies are looking to see what equipment they may need to provide you with and to verify how aware you are of what remote working could mean for you physically and logistically...

5. HOW DO YOU PROCESS INFORMATION?

Several years ago, I was working in a team to plan a big event. My supervisor made us all work as a team before the big day. One of our activities has been to find out how each of us processes information...

6. HOW DO YOU MANAGE THE CALENDAR AND THE PROGRAM? WHICH APPLICATIONS / SYSTEM DO YOU USE?

Or you may receive even more specific questions, such as: What's on your calendar? Do you plan blocks of time to do certain types of work? Do you have an open calendar that everyone can see?...

7. HOW DO YOU ORGANIZE FILES, LINKS, AND TABS ON YOUR COMPUTER?

Just like your schedule, how you track files and other information is very important. After all, everything is digital!...

8. HOW TO PRIORITIZE WORK?

The day I watched Marie Forleo's film separating the important from the urgent, my life changed. Not all remote jobs start fast, but most of them are...

9. HOW DO YOU PREPARE FOR A MEETING AND PREPARE A MEETING? WHAT DO YOU SEE HAPPENING DURING THE MEETING?

Just as communication is essential when working remotely, so is organization. Because you won't have those opportunities in the elevator or a casual conversation in the lunchroom, you should take advantage of the little time you have in a video or phone conference...

10. HOW DO YOU USE TECHNOLOGY ON A DAILY BASIS, IN YOUR WORK AND FOR YOUR PLEASURE?

This is a great question because it shows your comfort level with technology, which is very important for a remote worker because you will be working with technology over time...

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