Call Center Representative, 3rd 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

Use this summary to align your resume positioning with the role.

Demonstrates strong customer service skills, effectively managing high-volume calls while providing accurate information and support. Proficient in using software applications for data capture and navigation resources to assist members in roadside situations.

Highest-signal resume keywords

Customer Service ExperienceCall Center ExperienceAbility To Read MapsHigh School Diploma Or GEDHigh Speed Internet Access

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Data EntryMembership VerificationProblem SolvingInformation GatheringCall Handling

Soft Skills

CommunicationEmpathyListeningCalming Upset Members

Tools & Technologies

Department SoftwareNavigation Resources

Industry Keywords

Roadside AssistanceAutomobile CompaniesFive Diamond Customer ServiceMembership SalesAfter-Call Work Standards

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 on road service products and services
Provide Five Diamond Customer service to encourage member retention, renewal, and new membership sales
Take road service calls while calming upset members and reassuring anxious members
Verify membership number, name, telephone number, email, vehicle description and location, and nature of vehicular problem
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, or other materials
Adhere to standards for after-call work, talk time, and staffed time
Provide information on road service policies and procedures
Determine appropriate action for each call, consulting a supervisor for members with 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 speed internet access meeting minimum internet speed requirements
Availability for shifts ranging between 3:45pm–3:00am
Commitment to work at least one weekend shift
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 operate a computer with relevant software applications
Ability to maintain confidentiality

Benefits

Comp & perks

Fully remote work from home opportunity
High speed internet access required for work from home
Work for a company rated a top employer and best place to work across the Northeast
Opportunity to work for a company committed to giving back to the community