Response Associate, Roadside Assistance

This is a fully remote position, open to applicants in Alabama, +6 more states.

📋 Description

• Manage a high volume of incoming calls from motorists in distress across the United States.

• Collect location and vehicle information to provide real-time assistance.

• Collaborate with external service providers to ensure timely and accurate dispatch.

• De-escalate situations with frustrated or anxious customers through active listening and empathy.

• Offer reassurance, clear instructions, and guidance during roadside emergencies.

• Efficiently navigate multiple web-based systems, CRMs, databases, Google Maps, and dispatch tools simultaneously.

• Accurately track service progress and maintain comprehensive notes.

• Work collaboratively with colleagues and supervisors via Zoom and Google Chat in a remote team environment.

• Engage in mandatory classroom training as well as cross-functional training sessions.

• Adhere to a full-time production schedule that supports 24/7/365 roadside assistance coverage.

• Maintain the assigned production schedule for the initial 90 days post-training.

• Complete the Harver computer skills assessment and remote technology diagnostic after submitting your application.

⛳️ Requirements

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

• A minimum of 1+ years of continuous customer service experience is required.

• Must successfully complete a comprehensive criminal background check.

• A dedicated, quiet home office space free from family, pets, or background noise is essential.

• Candidates must provide their own work equipment.

• A personal desktop or laptop manufactured in 2021 or later is required; Chromebooks, Macs, and tablets are not permissible.

• Must be using a current supported version of Windows 11, specifically version 24H2, 25H2, or newer.

• Intel or AMD processor with at least 2 cores and a minimum boosted/turbo speed of 3.5 GHz is necessary.

• A minimum of 8 GB of RAM and at least 20 GB of free hard drive space must be available.

• A functioning webcam and a high-quality USB-wired headset are required.

• Must have Google Chrome version 23+ or Mozilla Firefox version 3+.

• A secure hard-wired high-speed internet connection via Ethernet is mandatory; Wi-Fi is not acceptable.

• Minimum internet speeds of 25 Mbps download and 10 Mbps upload with a maximum latency of 80ms–100ms are required.

• An active cell phone capable of receiving SMS and downloading security apps for mandatory two-step authentication is needed.

• Full administrator privileges on the computer are necessary.

• No active VPNs, privacy/proxy services, or hosted/virtual PC platforms are allowed.

• Must be authorized to work in the United States on a full-time basis.

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

• Weekend availability and flexibility are required.

• 100% attendance is mandatory during the required training period.

🏝️ Benefits

• Additional $1.50 to $2.75 per hour in shift differentials for evening, night, and weekend shifts.

• Monthly performance and attendance bonuses.

• Opportunities for overtime based on business needs.

• Scheduled merit increases.

• Medical, dental, and vision insurance coverage.

• 401(k) program with company matching contributions.

• Paid Time Off (PTO).

• Paid sick leave.

• Ten paid holidays each year.

• Tuition reimbursement and assistance programs.

• Employee Assistance Program (EAP).

• Referral bonus program.

• Complimentary roadside assistance benefits.

• Access to online skill-building courses.

• Professional mentorship opportunities.

• Cross-training programs available.

• Parental planning benefits offered.

• Disability, life insurance, and mental health benefits for employees and their families.

• Flexible time off policies.

• Mandatory training is compensated.