Response Associate, Roadside Assistance

This is a fully remote position, open to applicants in Alabama, +5 more states.

📋 Description

• Manage a high volume of incoming calls from stranded drivers, collecting location and vehicle details.

• Quickly and accurately dispatch roadside assistance in real-time.

• Coordinate with external towing and roadside service providers.

• Utilize active listening, empathy, and reassurance to de-escalate anxious or frustrated customers.

• Provide clear instructions and explain the next steps during roadside emergencies.

• Handle incidents involving flat tires, lockouts, dead batteries, fuel deliveries, and towing services.

• Simultaneously use multiple web-based systems and dispatch tools to monitor service progress.

• Document call information while navigating various screens and resources.

• Collaborate with teammates and managers in a virtual environment using Zoom and Google Chat.

• Take responsibility for each call and callback, ensuring timely and accurate support.

⛳️ Requirements

• Must currently reside in Alabama, Arizona, Florida, Georgia, Mississippi, Tennessee, or Virginia.

• At least 1 year of continuous experience in customer service.

• Experience in a fast-paced contact center is preferred.

• A consistent work history, demonstrated career progression, and prior remote work experience are highly regarded.

• Must successfully complete a comprehensive background check covering 10 years for misdemeanors and a lifetime for felonies.

• A dedicated, quiet home office free from family, pets, and background noise is required.

• Candidates must provide their own work equipment.

• Personal desktop or laptop must be from 2021 or later; Chromebooks, Macs, and tablets are not permitted.

• Current supported Windows 11, version 24H2, 25H2, or newer is required.

• Must have an Intel or AMD processor with 2 or more cores and a minimum boosted/turbo speed of 3.5 GHz.

• Minimum requirement of 8 GB RAM and 20 GB free hard-drive space.

• A working webcam and high-quality USB-wired headset are necessary.

• Google Chrome version 23+ or Mozilla Firefox version 3+ must be installed.

• Secure hardwired high-speed internet connection via Ethernet is essential; Wi-Fi is not allowed.

• Minimum download speed of 25 Mbps and upload speed of 10 Mbps is required.

• Latency must be between 80ms and 100ms.

• An active cell phone capable of receiving SMS and installing security applications for mandatory two-step authentication is necessary.

• Full administrator rights on the computer are required.

• Mobile hotspots, satellite internet, USB tethering, active VPNs, privacy/proxy services, and hosted/virtual PC platforms are prohibited.

• Must be able to type at least 30 WPM accurately.

• Familiarity with online databases, CRMs, complex dispatch software, AI tools, Google Maps, and Google Workspace is expected.

• Availability for full-time work, including weekends and holidays, is essential.

• Must maintain 100% attendance during the mandatory six-week training from Monday to Friday.

• The production schedule will remain unchanged for the first 90 days following training.

• Candidates must be authorized to work full-time in the United States.

• This position is not eligible for employer visa sponsorship, either now or in the future.

🏝️ Benefits

• Additional $1.50 to $2.75 per hour in shift differentials for evenings, nights, and weekends.

• Monthly bonuses for performance and attendance.

• Opportunities for regular overtime based on business requirements.

• Scheduled raises through merit increases.

• Medical, dental, and vision insurance options.

• 401(k) plan with company matching.

• Paid Time Off (PTO) available.

• Tuition reimbursement and assistance programs.

• Employee Assistance Program (EAP) provided.

• Referral bonus program in place.

• Complimentary roadside assistance offered.

• Access to online skill-building courses.

• Professional mentorship opportunities available.

• Cross-training programs offered.

• Mandatory paid training provided.

• Flexible time off arrangements.

• Paid sick leave available.

• Ten paid holidays each year.

• Up to three weeks of Paid Time Off per year for Contact Center Roles.

• Parental planning benefits included.

• Disability and life insurance options available.

• Mental health benefits for associates and their families.

• Initial onboarding travel to Medford arranged and covered by Agero.