Response Associate, Roadside Assistance, CSR
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Job Description
Remote roadside assistance associate handling emergency calls for Agero, a digital driver-support services provider. Dispatching tow and roadside services while calming stranded motorists.
Responsibilities:
- Handle high-volume inbound calls from stranded motorists across the U.S.
- Gather vehicle and location details and dispatch roadside assistance in real time
- Coordinate with external service providers to dispatch tow trucks and service vehicles accurately and quickly
- De-escalate frustrated or anxious customers using active listening, empathy, and reassurance
- Guide customers through roadside emergencies including flat tires, lockouts, dead batteries, fuel deliveries, and towing
- Use multiple web-based systems and dispatch tools simultaneously to track service progress
- Maintain detailed notes while navigating multiple screens and resources
- Collaborate with peers and managers in a performance-driven virtual team using Zoom and Google Chat
- Complete mandatory classroom training and participate in cross-training
- Follow assigned production schedules supporting 24/7/365 roadside coverage
Requirements:
- Must currently physically reside in Alabama, Arizona, Florida, Georgia, Mississippi, Tennessee, or Virginia
- 1+ years of continuous customer service experience
- Successful completion of a comprehensive criminal background screening
- Dedicated, quiet home office free from family, pet, or background noise
- Must provide own work equipment
- Personal desktop or laptop manufactured in 2021 or later; Chromebooks, Macs, and tablets are not allowed
- Supported Windows 11, version 24H2, 25H2, or newer
- Intel or AMD processor with 2+ cores and minimum 3.5 GHz boosted/turbo speed
- Minimum 8 GB RAM and 20 GB free hard-drive space
- Working webcam and high-quality USB-wired headset
- Google Chrome version 23+ or Mozilla Firefox version 3+
- Secure hard-wired high-speed internet via Ethernet; Wi-Fi is not allowed
- Minimum 25 Mbps download and 10 Mbps upload speeds; latency up to 80–100 ms
- Active cell phone capable of receiving SMS and downloading security apps for mandatory two-step authentication
- Full Administrator privileges on the computer
- No active VPNs, privacy/proxy services, or hosted/virtual PC platforms
- Ability to type at least 30 WPM accurately
- Familiarity with AI tools, Google Maps, Google Workspace, online databases, CRMs, and dispatch software
- Must be currently authorized to work full-time in the United States; no employer visa sponsorship
- Full-time availability and weekend flexibility required
- 100% attendance required during mandatory training
Benefits:
- Extra $1.50 to $2.75 per hour in shift differentials for evenings, nights, and weekends
- Monthly performance and attendance bonuses
- Overtime opportunities based on business needs
- Scheduled merit increases
- Medical, dental, and vision insurance
- 401(k) program with company match
- Paid Time Off (PTO)
- Paid sick leave
- Ten paid holidays annually
- Tuition reimbursement/assistance
- Employee Assistance Program (EAP)
- Referral bonus program
- Complimentary roadside assistance
- Online skill-building courses
- Professional mentorship
- Cross-training programs
- Disability and life insurance
- Mental health benefits for associates and families
- Parental planning benefits
- Flexible time off
- Mandatory training is paid
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