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 stranded drivers across the United States.

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

• Collaborate with external service providers to promptly dispatch tow trucks and service vehicles.

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

• Offer clear instructions and detail next steps for both customers and roadside partners.

• Simultaneously navigate multiple web-based systems and dispatch tools.

• Accurately track service progress.

• Document comprehensive notes while handling live calls.

• Work in collaboration with peers and supervisors via Zoom and Google Chat.

• Take ownership of each call and follow up as necessary.

• Complete required classroom training as well as cross-functional training.

• Engage in online skill development, mentorship, and career advancement opportunities.

⛳️ Requirements

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

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

• Successful completion of a thorough criminal background check is mandatory.

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

• Must provide personal work equipment.

• A personal desktop or laptop manufactured in 2021 or later is necessary.

• Operating system must be Windows 11 version 24H2, 25H2, or newer.

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

• Minimum of 8 GB RAM and 20 GB of free hard drive space is necessary.

• A working webcam is required.

• A high-quality USB-wired headset must be provided.

• Google Chrome version 23+ or Mozilla Firefox version 3+ is required.

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

• Minimum internet speeds of 25 Mbps for downloads and 10 Mbps for uploads are required.

• Latency must not exceed 80ms–100ms.

• An active cell phone capable of receiving SMS and downloading security applications is necessary.

• Must possess full Administrator privileges on the computer.

• Active VPNs, privacy/proxy services, and hosted/virtual PC platforms are prohibited.

• Typing speed of at least 30 WPM with accuracy is required.

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

• Must be available for full-time work, including at least one weekend day and coverage on holidays.

• 100% attendance is required during mandatory training sessions.

• Must be currently authorized to work full-time in the United States; visa sponsorship is not available.

🏝️ Benefits

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

• Monthly bonuses for performance and attendance.

• Regular opportunities for overtime based on business requirements.

• 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.

• Parental planning benefits.

• Disability insurance coverage.

• Life insurance options.

• Mental health benefits.

• Paid mandatory classroom training.

• Flexible time off policies.