Call Center Representative Spanish Bilingual - Roadside Assistance

Call Center Representative (Spanish Bilingual) – Roadside Assistance

As a remote, work‑from‑home AAA Roadside Assistance Call Center Representative – fluent in English/Spanish – you are the first point of contact for our valued members facing distress on the roads. As part of a fast‑paced 24/7 operation, you'll have the rewarding opportunity to deliver a satisfying member experience by ensuring members are heard, understood, and given the immediate attention they deserve.

To empower you in this crucial role, we provide comprehensive training, equipping you with the knowledge needed to deliver legendary service.

• Starting Pay: $19.85 per hour, with a scheduled pay increase after 6 months
• Weekend Shift Differential: earn an additional 10% – $21.84 per hour
• Bilingual Fluency Assessment – English/Spanish fluency assessment provided
• Tenure‑Based Growth: scheduled pay increases up to $2.25 between 6–18 months, based on tenure and maintaining good standing
• Monthly Incentive Program: additional earning potential after 6 months, tied to performance and tenure
• Advancement Opportunities available

• Field incoming calls from members requiring emergency roadside assistance (towing, locksmith, fuel, battery, minor mechanical issues)
• Understand the nature of the member’s distress, ensuring their immediate safety, and document the details promptly and accurately
• Maintain a compassionate and composed demeanor, especially during high‑intensity calls
• Relay critical information to internal & external teams to expedite dispatching
• Work collaboratively with the team to ensure smooth operation of the Emergency Roadside Service
• Succeed in a structured environment where performance goals are set and measured, driving member satisfaction

• Dedicated, quiet workspace without interruptions
• Directly connect to ISP via Ethernet (no DSL, satellite, hot spots, etc.)
• Modem/router must be in the same room as the computer equipment with a minimum of 25mbps download and 5mbps upload
• Company‑provided computer and partial internet reimbursement provided
• Demonstrated ability to uphold productivity and confidentiality in a remote setting
• Regular attendance in virtual team meetings and training sessions
• Availability during standard business hours with flexibility for possible shift adjustments

• Prior customer service experience
• Call center experience preferred
• Bilingual skills in English and Spanish (required)
• Ability to provide excellent customer service and thrive in a high‑volume call environment
• Excellent verbal and written communication skills
• Empathy and strong desire to help those in distress
• Advanced computer and multi‑tasking skills – ability to talk and type simultaneously and navigate multiple systems and screens
• Comprehensive understanding of maps, GPS systems, and traffic safety rules
• Proficiency in Microsoft Teams and Outlook
• High School diploma, GED or equivalent

• Health coverage for medical, dental, vision
• 401(K) saving plans with company match and pension
• Tuition assistance
• Floating holidays and paid time off for community volunteer programs
• Paid parental leave
• Wellness programs
• Employee discounts (membership, insurance, travel, entertainment, services, etc.)

AAA is an Equal Opportunity Employer. Our organization participates in E‑Verify.