Member Services Representative (MSR) Roadside Assistance

Job Locations CA-AB-Calgary
Job ID
Customer Service (Call Centre)




Posted: 2022-01-14

Closing: Until Filled

Location: Calgary (Work from Home)


Are you looking for a job that allows you the option to work from home  and works around your availability? 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. Ability to have a flexible work schedule is a must, including evening and weekend availability. Training is provided through our in-house online training system combined with facilitator lead training.


Business Unit: Roadside Assistance - AMA


Position Type: Auxiliary


Days and Hours of WorkHours of operation for this role are between 6:00 AM and 11:00 PM, and shifts will be scheduled anytime within these hours, 7 days a week. Our shifts are between 4 and 8 hours, with the option of split shifts. Please note that our peak times are evenings, and weekends and are a requirement of the role. Total number of hours of work will vary and are dependent on business need. There are no guaranteed hours/shifts; however, once you provide us with your availability, we will do our best to meet that. We request that you are available to work at least 2 shifts per week. Plus, for your convenience, you’ll get your schedule at least 2 weeks ahead of time.


Setting: Working from home, you would need a dedicated space where you can take phone calls without background interference. Have a high-speed Internet as well as a Smart phone to be able to log into our system.


How many times have people said to you, “You’re such a good listener”? Or “I knew I could count on you”? You’re the person your friends and family turn to when there’s a crisis because they know that you’ll calmly guide them through the storm. 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.



  • 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. Not only do you excel at meeting peoples’ needs, you’re able to anticipate them.
  • 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—it's your teenage dream come true! (Ditto for getting to wear jeans to work every day).



  • 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.
  • Work a variety of shifts (we need our MSR’s mostly in the evenings and weekends especially during the winter time) as we're open 24/7 and be able to sit for extended periods of time.



  • 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.
  • 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.



  • Competitive Wages.
  • Comprehensive Training (Remotel.
  • Flexible shifts and the ability to work from home.
  • Vacation pay is added to each paycheque.
  • Great AMA discounts.
  • Benefits if you choose to receive them (With payroll deductions).
  • Unlimited learning opportunities.


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


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