Customer Service Representative - Emergency Roadside Service

Job Type:

Job Description:

Location Details: Remote

Position Schedule / Shift:

• Full-time paid training beginning Tuesday, November 3, 2026. 
• Hours during virtual training are Monday through Friday from 10:00 am – 6:30 pm EST
• Afternoon, evening, weekend shifts available after training (start and end times may shift slightly based on business needs, flexibility will be required to accommodate occasional schedule slides)
• Voluntary overtime opportunities available

Position Summary: Our Emergency Roadside Customer Service Reps are the forefront of our member focus and have the opportunity to be every day heroes by helping our members in times of need. As a customer service rep, you will focus on helping and serving our members by taking inbound phone calls for emergency roadside service and ensuring that members are in a safe location while determining their overall needs. Additionally, you will review the member’s accounts to be sure they are taking full advantage of their memberships, benefits, and the many discounts available to them. Calls you will receive will range from flat tires, fuel deliveries, mechanical breakdowns, and tow requests. This is a fast-paced environment and understandably members are often faced with stressful or frustrating situations, so customer service reps are required to have empathy to their situation.  

Key Responsibilities:

• Providing superior customer service during every member interaction.
• Responding to a high volume of emergency road service requests in a call center environment.
• Responding to member needs with empathy and understanding while gathering information and providing solutions to get members back on the road.
• Analyzing member accounts to determine additional products and services that benefit the member.
• Exceeding performance metrics by following our detailed call intake process and efficiently working through calls in a timely fashion.

Qualifications:

Required

Education:

• High school diploma or equivalent
• Must qualify, obtain, and maintain all applicable state licenses required for selling and/or servicing Auto Club Group products

Experience:

• Must be bilingual (fluent in both English and Spanish)
• 6 months of customer service experience
• Providing customers service in a professional manner and de-escalating situations
• Accurately inputting information into various fields using a PC keyboard
• Navigating through a PC and/or automated processing system
• Reading and comprehending various Customer Care service tools (manuals, work models, etc.)
• Performing mathematical calculations including adding, subtracting, percentages, etc.

Knowledge and Skills:

• Telephone etiquette
• Basic computer skills
• Ability to operate and navigate a laptop or PC often while using multiple applications to include the Internet, Google Maps, email, company applications and more. Ability to toggle back and forth between applications
• North American geographical relationships
• Road condition reporting terminology
• Strong communication skills demonstrated through the effective use of the Customer Interaction Model
• Strong interpersonal skills
• Strong written communications skills needed to respond in a professional manner to member/customer inquiries
• Effective listening skills
• Accurately enter information on a personal computer
• Identify and resolve customer service issues/requests or transfer to appropriate customer advocate
• Represent the Customer Care Department in a professional and positive manner
• Maintain accurate records
• Understand, read and reconcile payment history
• Read maps and use travel related tools (i.e., directional cues)

Preferred

• College level coursework in Business, Marketing, Geography or other related field and/or applicable professional/technical certification courses.

Experience in:

• Call center environment - minimum 6 months
• Remote work
• Customer service environment
• Promoting ACG products and services
• Identifying and responding to customer needs through cross-selling and up-selling products

Work Environment:

• Irregular hours to include various shifts, weekends and/or holidays.
• This is a remote call center position. Call Center employees work remote full-time. An exception to this would be in the case of connectivity or service level issues, in which employees would be required to report temporarily to a designated ACG facility (if located <50 miles from an office) until connectivity or service levels are restored.

Compensation & Benefits Overview:

ACG complies with all applicable state and local laws regarding required benefits (including PTO, paid sick leave, etc.).

Compensation

• The pay for the position is $19.00 per hour with shift premiums for evening periods and weekends.
• In addition to the hourly rate, we offer a weekly subsidy for individuals with bilingual fluency who will take language line calls.

Benefits

At ACG, we offer a comprehensive and flexible benefits package designed to support your health, financial well-being, and professional growth.

Health & Wellness

• Medical plans with multiple coverage options, including HSA eligibility.
• Prescription drug coverage.
• Dental and vision benefits.
• Employee Assistance Program (confidential support services).

Financial Protection & Insurance

• Company-paid basic life insurance.
• Optional supplemental life insurance and dependent coverage.
• Short-term and long-term disability coverage.
• Critical illness, accident, and pet insurance options.

Retirement & Savings

• 401(k) plan to support long-term financial goals. 3% automatic deferral upon eligibility; may contribute 1% to 50% of eligible earnings, either pre or post tax. Company match of 50% paid on employee contributions up to 6% of pay, payable to employees following the end of the year; immediate vesting. Additional company contribution of 4% of pay each pay day into your account; 100% vested after three (3) years of service.
• Health Savings Account (HSA) and Flexible Spending Accounts (FSA) options.

Time Off & Leave

• Paid Time Off (PTO): Accrual-based, increases with tenure, eligible at 90 days of employment. Full-time new employees will receive up to 12 PTO days annually; accrual based on start date and may include additional PTO based on role and/or state & local requirements. Part-time employee PTO hours are calculated based upon the standard weekly hours the employee is scheduled to work and will accrue at a minimum of 3 hours per month.
• Paid Holidays: Full-time employees are eligible for 10 company-paid holidays annually, in addition to 1 mental health day, 2 floating holidays and 1 volunteer day. Holidays vary by business unit schedules. Part-time employees are eligible for 8 company-paid holidays annually, in addition to 1 mental health day and 2 floating holidays. Holidays vary by business unit schedules.
• Paid leave programs, including parental, bereavement, jury duty, and military leave.

Career Growth & Education

• Tuition assistance (up to $5,250 annually; 80% covered by ACG).
• Professional certification support with 100% reimbursement for eligible programs.
• Opportunities for career development and advancement.

Additional Perks

• Complimentary AAA membership with roadside assistance and travel discounts.
• Adoption assistance program.

Job Posting Period:

This position is expected to remain posted through 10/09/26, however, it may close at any time once a qualified candidate pool is identified.

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Who We Are

Become a part of something bigger.

The Auto Club Group (ACG) provides membership, travel, insurance, and financial service offerings to approximately 14+ million members and customers across 14 states and 2 U.S. territories through AAA, Meemic, and Fremont brands. ACG belongs to the national AAA federation and is the second largest AAA club in North America.

By continuing to invest in more advanced technology, pursuing innovative products, and hiring a highly skilled workforce, AAA continues to build upon its heritage of providing quality service and helping our members enjoy life’s journey through insurance, travel, financial services, and roadside assistance.

And when you join our team, one of the first things you’ll notice is that same, whole-hearted, enthusiastic advocacy for each other.

We have positions available for every walk of life! AAA prides itself on creating an inclusive and welcoming environment of diverse backgrounds, experiences, and viewpoints, realizing our differences make us stronger.

To learn more about AAA The Auto Club Group visit www.aaa.com

Important Note:

ACG’s Compensation philosophy is to provide a market-competitive structure of fair, equitable and performance-based pay to attract and retain excellent talent that will enable ACG to meet its short and long-term goals. ACG utilizes a geographic pay differential as part of the base salary compensation program. Pay ranges outlined in this posting are based on the various ranges within the geographic areas which ACG operates. Salary at time of offer is determined based on these and other factors as associated with the job and job level.  

The above statements describe the principal and essential functions, but not all functions that may be inherent in the job.  This job requires the ability to perform duties contained in the job description for this position, including, but not limited to, the above requirements.  Reasonable accommodations will be made for otherwise qualified applicants, as needed, to enable them to fulfill these requirements.

The Auto Club Group, and all its affiliated companies, is an equal opportunity employer.  All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, gender identity, sexual orientation, national origin, disability or protected veteran status.

Regular and reliable attendance is essential for the function of this job.

AAA The Auto Club Group is committed to providing a safe workplace. Every applicant offered employment within The Auto Club Group will be required to consent to a background and drug screen based on the requirements of the position.