Full-Time Bilingual (English/Spanish) Remote Customer Service Rep - Emergency Roadside Service at Auto Club Group (ACG)

Job description

Job Type: Full time Exempt/Non Exempt: Hourly 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-selli