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 motorists in distress, collecting details about their location and vehicle issues.

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

• Collaborate with external towing and roadside service providers.

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

• Offer clear instructions regarding next steps during roadside emergencies.

• Simultaneously operate various web-based systems, CRMs, databases, dispatch tools, Google Maps, and other digital applications.

• Monitor service progress and maintain precise documentation.

• Work collaboratively with colleagues and supervisors in a virtual team environment using Zoom and Google Chat.

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

⛳️ Requirements

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

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

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

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

• A dedicated, quiet home office free from family, pet, and background noise is essential.

• Must provide personal work equipment.

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

• Must be running supported 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 required.

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

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

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

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

• Minimum internet speeds of 25 Mbps download and 10 Mbps upload are necessary, with latency up to 80–100 ms.

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

• Full administrator privileges on the personal computer are required.

• The use of mobile hotspots, satellite internet, USB tethering, active VPNs, privacy/proxy services, or hosted/virtual PC platforms is prohibited.

• Must be currently authorized to work full-time in the United States.

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

• An accurate typing speed of at least 30 WPM is required.

• Weekend availability and flexibility are necessary.

• 100% attendance is required during mandatory training.

🏝️ Benefits

• Shift differentials ranging from $1.50 to $2.75 per hour for evenings, nights, and weekends.

• Monthly performance and attendance bonuses.

• Regular opportunities for overtime based on business needs.

• Scheduled merit increases.

• Comprehensive medical, dental, and vision insurance.

• 401(k) program with company matching contributions.

• Paid Time Off (PTO).

• Paid sick leave.

• Ten paid holidays each year.

• Tuition reimbursement and assistance.

• Employee Assistance Program (EAP).

• Referral bonus program.

• Complimentary roadside assistance.

• Access to online skill-building courses.

• Professional mentorship opportunities.

• Cross-training programs available.

• Benefits for parental planning.

• Disability insurance options.

• Life insurance coverage.

• Mental health benefits.

• Flexible time off policies.