Bilingual Customer Service Representative – Emergency Roadside Service

AAA

. Provide superior customer service during every member interaction .

Posted 9/25/2026full-timeRemote • United StatesJunior💰 $19 per hourWebsite

About the role

Key responsibilities & impact

Provide superior customer service during every member interaction
Respond to a high volume of emergency road service requests in a call center environment
Take inbound phone calls for emergency roadside service
Ensure members are in a safe location while determining their overall needs
Respond to member needs with empathy and understanding
Gather information and provide solutions to get members back on the road
Review and analyze member accounts to identify additional products and services that benefit members
Help members take full advantage of memberships, benefits, and discounts
Handle calls involving flat tires, fuel deliveries, mechanical breakdowns, and tow requests
Follow the detailed call intake process and efficiently work through calls
Meet or exceed performance metrics
Maintain accurate records
Represent the Customer Care Department professionally and positively

Requirements

What you’ll need

High school diploma or equivalent
Must qualify, obtain, and maintain all applicable state licenses required for selling and/or servicing Auto Club Group products
Must be bilingual and fluent in both English and Spanish
6 months of customer service experience
Customer service experience in a professional manner and ability to de-escalate situations
Ability to accurately input information using a PC keyboard
Ability to navigate a PC and/or automated processing system
Ability to read and comprehend Customer Care service tools
Ability to perform mathematical calculations including adding, subtracting, and percentages
Telephone etiquette
Basic computer skills
Ability to operate and navigate a laptop or PC while using multiple applications, including the Internet, Google Maps, email, and company applications
Knowledge of North American geographical relationships
Knowledge of road condition reporting terminology
Strong written and verbal communication skills
Strong interpersonal and effective listening skills
Ability to accurately enter information on a personal computer
Ability to identify and resolve customer service issues or transfer them appropriately
Ability to maintain accurate records
Ability to understand, read, and reconcile payment history
Ability to read maps and use travel-related tools
Irregular hours including various shifts, weekends, and/or holidays
Background and drug screen required upon employment offer
Preferred: college-level coursework in Business, Marketing, Geography, or related field and/or applicable professional/technical certification courses
Preferred experience in a call center environment, remote work, customer service, promoting products and services, and cross-selling/up-selling

Benefits

Comp & perks

Shift premiums for evening periods and weekends
Weekly subsidy for individuals with bilingual fluency who take language line calls
Medical plans with multiple coverage options, including HSA eligibility
Prescription drug coverage
Dental and vision benefits
Employee Assistance Program
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
401(k) plan with company match and additional company contribution
Health Savings Account (HSA) and Flexible Spending Accounts (FSA)
Paid Time Off (PTO)
10 company-paid holidays annually for full-time employees
1 mental health day, 2 floating holidays, and 1 volunteer day
Paid parental, bereavement, jury duty, and military leave
Tuition assistance up to $5,250 annually; 80% covered by ACG
Professional certification support with 100% reimbursement for eligible programs
Career development and advancement opportunities
Complimentary AAA membership with roadside assistance and travel discounts
Adoption assistance program