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 throughout the U.S.

• Collect vital information regarding location and vehicle specifics.

• Promptly and accurately dispatch roadside assistance services.

• Collaborate with external tow truck and service providers.

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

• Offer clear instructions and reassurance during roadside crises.

• Efficiently navigate several web-based systems and dispatch tools at the same time.

• Accurately monitor service progress.

• Work together with colleagues and managers through Zoom and Google Chat.

• Complete required classroom training and engage in cross-functional training.

• Assist with roadside emergencies such as flat tires, lockouts, dead batteries, fuel deliveries, and towing.

• Participate in company meetings via webcam.

• Contribute to a structured 24/7 contact-center operation.

⛳️ Requirements

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

• At least 1 year of continuous customer service experience is required.

• Must successfully pass a thorough criminal background check.

• A dedicated, quiet home office that is free from family, pet, or background distractions is necessary.

• Applicants must supply their own work equipment.

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

• Supported Windows 11, specifically version 24H2, 25H2, or newer.

• Intel or AMD processor with 2 or more 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 is necessary.

• A working webcam is essential.

• A high-quality USB-wired headset is required.

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

• A secure, hard-wired high-speed internet connection is mandatory; Wi-Fi is not allowed.

• Minimum internet speeds of 25 Mbps for downloads and 10 Mbps for uploads; latency should be up to 80ms–100ms.

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

• Full Administrator privileges on the computer are required.

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

• Applicants must be able to type at least 30 WPM accurately.

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

• Weekend availability and flexibility are necessary.

• 100% attendance is required during mandatory training sessions.

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

• This position is not eligible for employer visa sponsorship at this time or in the future.

🏝️ 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 raises through merit-based increases.

• Comprehensive medical, dental, and vision insurance.

• 401(k) plan with company matching.

• Paid Time Off (PTO).

• Paid sick leave.

• Ten paid holidays each year.

• Tuition reimbursement and assistance programs.

• Employee Assistance Program (EAP).

• Referral bonus initiative.

• Complimentary roadside assistance.

• Access to online skill-building courses.

• Professional mentorship opportunities.

• Cross-training initiatives.

• Benefits for parental planning.

• Disability insurance.

• Life insurance.

• Mental health support.

• Flexible time off options.

• Paid mandatory classroom training.