[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
• Availability across at least four days per week, including one weekend day
• Scheduling windows:
  • 9:00 AM - 7:00 PM
  • 1:00 PM - 11:00 PM
• 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 required
• Access to confidential information necessitates a private space

Training

• Paid, full-time training can be done remotely
• Provided through in-house online training system combined with facilitator-led training
• Classes: 8:00 AM - 4:00 PM, Monday to Friday for up to 4 weeks
• Attendance for all dates required to be eligible for the position
• Training scheduled to start on Monday, November 23, 2026

Requirements

• Open availability that allows a minimum of 16 hours per week
• Preference for candidates with daily 10-hour availability
• Available for one Saturday or Sunday shift per week
• 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
• 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
• You understand that part of being a strong communicator means being a great listener
• You’re all about exceeding expectations in customer experience
• You love the idea of being able to help people and make a difference
• 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 members calling 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
• Know what kind of support is required for priority calls
• Stay informed about AMA products and services
• Educate and inform members of their coverage and costs
• Work a variety of shifts, especially evenings and weekends

What You’ve Done

• High school diploma
• Previous customer service experience, preferably in a call centre environment
• Excellent telephone etiquette and professionalism
• Comfortable using computers and learning new applications
• Bonus points for experience with mapping software
• Able to pass a Canadian Criminal Record Check
• Available to work a variety of shifts

Work Model

• Remote

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