[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: 6:00 AM - 11:00 PM, shifts scheduled anytime within these hours, 7 days a week.
• Shifts are between 3 and 8 hours.
• Seeking coverage for peak times: early mornings, evenings, weekends, and Statutory Holidays.
• Minimum of 16 hours per week required, with availability across at least four days per week, including one weekend day.
• Availability should fall within one or more of the following 10-hour scheduling windows:
  • 6:00 AM - 4:00 PM
  • 7:00 AM - 5:00 PM
  • 9:00 AM - 7:00 PM
  • 1:00 PM - 11:00 PM
• Broader availability may increase the number of hours available to be scheduled.
• Schedule provided at least 2 weeks ahead of time, with the option to pick up shifts from coworkers.

Setting

• This position allows you to work from home.
• Your at-home workspace needs to be a dedicated one that is free of any distractions.
• A private space is necessary to ensure the safety and security of all our members.

Training

• Training is paid, full-time, can be done remotely, and provided through our in-house online training system combined with facilitator-led training.
• Classes are from 8:00 AM to 4:00 PM, Monday to Friday, for up to 4 weeks.
• Attendance for all dates is required to be eligible for the position.
• Training is scheduled to start on Monday, October 19, 2026.

Position Requirements

• Open availability that allows a minimum of 16 hours per week.
• Preference given to candidates with daily 10-hour availability (scheduling windows listed above), at least 4 days per week.
• Available for one Saturday or Sunday shift per week (or available for both Saturday and Sunday one week, then off the next weekend).
• Available to attend all training classes, Monday to Friday, 8:00 AM - 4:00 PM for up to 4 weeks.
• Available for onsite equipment pickup.
• Private and secure dedicated home office space with stable internet and free of any distractions.
• A Smartphone device (Apple or Android) for two-factor authentication and stable, high-speed internet.
• 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.
• When it comes to providing a superior customer experience, you’re all about exceeding expectations.
• You love the idea of being able to help people and make a difference in their day.
• You can multi-task like nobody’s business without missing a beat or a single detail.
• You enjoy being part of a team and working 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 your strong geographical skills to process road service requests accurately and efficiently.
• Know exactly what kind of support is required for priority calls.
• Stay on top of our 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 as we're open 24/7 and be able to sit for extended periods of time.

What You’ve Done

• You have a high school diploma.
• You have previous customer service experience, preferably in a call centre environment.
• Your ability to communicate clearly and with a smile in your voice is equally matched by your excellent telephone etiquette and professionalism.
• You know your way around a computer and you’re comfortable learning new applications and systems.
• Bonus points if you have previous work experience using mapping software!
• You will be able to pass a Canadian Criminal Record Check.
• You are available to work a variety of shifts as we are open extended hours and are able to 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.