[Hiring] Member Service Representative @AMA - Alberta Motor Association

Role Description

At AMA, our brand is important to us and we set the bar for supporting our members. Providing a first-class member experience is the hallmark of working for AMA. We only hire the best and provide a competitive wage with flexible hours and the possibility for future growth and development for our Member Service Representatives.

The ideal candidates will have strong customer service & communication skills to provide excellent over-the-phone member experience and will possess an outgoing personality with a positive attitude in conjunction with the ability to be a team player. The ability to have a flexible work schedule is a must, including evening and weekend availability.

When our members are in difficult and stressful roadside situations, they want to know that they’re in good hands – they want to speak to someone who knows exactly how to get them the help they need, when they need it. It’s exactly these qualities that we’re looking for in a Member Services Representative for our 24/7 Roadside Assistance team.

Days and Hours of Work

• Hours of operation: 1:00 PM - 11:00 PM, 7 days a week.
• Shifts between 3 and 8 hours, with the option of working split shifts.
• Peak times are evenings and weekends; availability during these times is a requirement.
• Minimum of 16 hours per week with open availability.
• Schedule provided at least 2 weeks ahead of time.
• Option to pick up shifts from coworkers.

Setting

• Work from home position.
• Dedicated workspace free of distractions.
• Access to confidential information requires a private space.

Training

• Paid, full-time training can be done remotely.
• Training provided through in-house online training system combined with facilitator-led training.
• Classes from 8:30 AM to 4:30 PM, Monday to Friday.
• Attendance for all dates required to be eligible for the position.
• Training scheduled to start on Monday, June 22, 2026.

Requirements

• Open availability that allows a minimum of 16 hours per week.
• Available for at least one evening shift per week.
• Available for rotating weekends.
• Available to attend all training classes, Monday to Friday, 8:30 AM - 4:30 PM.
• Available for onsite equipment pickup.
• Private and secure dedicated home office space with stable internet.
• A Smartphone device (Apple or Android) for two-factor authentication.
• Able to pass a Canadian Criminal Record Check.

What Moves You

• You’re the ultimate “people whisperer” – you can diffuse even the most stressful situations with your warmth and friendliness.
• You understand that part of being a strong communicator means being a great listener and asking the right questions.
• You’re all about exceeding expectations in customer experience.
• You love the idea of being able to help people and make a difference in their day.
• You can multi-task effectively without missing details.
• You enjoy being part of a team in a dynamic, fast-paced environment.
• You love the idea of being on the phone all day.

What You’ll Do

• Report to the Supervisor, Member Rescue.
• Act as one of the first points of contact for our members when they call for roadside assistance.
• Respond to high volume inbound calls for roadside assistance.
• Record member information thoroughly and correctly.
• Accurately identify call locations and assign calls accordingly.
• Use strong geographical skills to process road service requests accurately and efficiently.
• Know exactly what kind of support is required for priority calls.
• Stay informed about AMA products and services, as well as Roadside Assistance services and systems.
• Learn and understand AMA's membership offerings to educate and inform members of their coverage and costs.
• Work a variety of shifts, especially evenings and weekends.

What You’ve Done

• You have a high school diploma.
• You have previous customer service experience, preferably in a call centre environment.
• Your communication skills are matched by excellent telephone etiquette and professionalism.
• You are comfortable using computers and learning new applications and systems.
• Bonus points for previous work experience using mapping software!
• You are available to work a variety of shifts and can sit for extended periods of time.

Work Model

• Remote

We thank all applicants for their interest; however, only those selected for an interview will be contacted.