Call Center Representative – 2nd Shift

AAA Northeast

. Receive incoming roadside assistance calls on behalf of contracted automobile companies .

Posted 9/22/2026full-timeRemote • United StatesMid-LevelSenior💰 $20 - $23 per hourWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates strong customer service skills, effectively handling high-volume calls and addressing challenging situations while maintaining confidentiality. Proficient in using software applications for accurate information capture and navigation resources to assist members.

Highest-signal resume keywords

Customer Service ExperienceCall Center ExperienceAbility To Read MapsComputer ProficiencyHigh-Speed Internet Access

ATS Keywords

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Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills

High School DiplomaGEDInformation GatheringProblem SolvingMembership Verification

Soft Skills

Emotional IntelligenceCommunication SkillsTrust BuildingConflict Resolution

Tools & Technologies

Department SoftwareNavigation Resources

Industry Keywords

Roadside AssistanceAutomobile ServicesMember RetentionService Policies

About the role

Key responsibilities & impact

Receive incoming roadside assistance calls on behalf of contracted automobile companies
Process requests and gather required information to provide timely service
Answer callers' questions and provide detailed information about road service products and services
Provide Five Diamond Customer service to encourage member retention, renewal, and new membership sales
Handle members' emotional states, including calming angry members and reassuring anxious members
Gather membership, contact, vehicle, location, and vehicular problem information
Use department/program software to capture accurate information, prioritize safety issues, and research membership status
Help members determine the exact location of disabled vehicles or meeting places using probing questions, maps, and other materials
Adhere to standards for after-call work, talk time, and staffed time
Provide information about road service policies and procedures
Determine appropriate action for each call and consult supervisors for special circumstances
Accommodate members in borderline situations, including membership verification and new-member applications

Requirements

What you’ll need

Eligible applicants must live within the AAA Northeast footprint: RI, MA, CT, NY, NJ, or FL
High School Diploma or GED required, or 4 years of experience in lieu of degree
Customer Service experience required
Call Center experience preferred
Ability to address various high volume and challenging situations
Ability to listen to, understand, and communicate by telephone, in writing, or electronically
Ability to read maps and utilize navigation resources
Ability to convince others to buy goods/services or change their minds or actions
Ability to build mutual trust, respect, and cooperation
Ability to apply general rules to specific problems
Ability to operate a computer with relevant software applications
Ability to maintain confidentiality
High-speed internet access meeting minimum internet speed requirements
Commitment to a schedule including at least one weekend shift