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 location and vehicle information to provide real-time dispatch of roadside assistance.

• Collaborate with external service providers to accurately and swiftly send tow trucks and service vehicles.

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

• Monitor service progress using various web-based systems and dispatch tools.

• Offer clear directions to roadside partners and clarify next steps for customers.

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

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

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

• Maintain consistent performance on a dedicated production schedule within a 24/7 contact center.

⛳️ Requirements

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

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

• Successful completion of a thorough criminal background check.

• A dedicated, quiet home office environment free from family, pet, or background distractions.

• Must supply personal work equipment.

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

• Supported Windows 11 versions: 24H2, 25H2, or newer.

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

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

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

• Google Chrome version 23 or higher or Mozilla Firefox version 3 or higher.

• Secure, hard-wired high-speed internet via Ethernet; Wi-Fi is not permitted.

• Minimum internet speeds of 25 Mbps download and 10 Mbps upload; maximum latency of 80ms–100ms.

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

• Full Administrator privileges on the computer.

• No active VPNs, privacy/proxy services, or hosted/virtual PC environments.

• Proficient in Google Workspace, including Gmail, Docs, Sheets, and Chat.

• Comfortable utilizing AI tools, Google Maps, online databases, CRMs, and dispatch software.

• Typing speed of at least 30 words per minute with accuracy.

• Weekend availability and flexibility required.

• 100% attendance is mandatory during required training sessions.

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

• This position is not eligible for employer-sponsored visa sponsorship now 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 salary increases through merit raises.

• Medical, dental, and vision coverage.

• 401(k) plan 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.

• Access to online skill-building courses.

• Professional mentorship opportunities.

• Cross-training initiatives.

• Parental planning benefits.

• Disability and life insurance coverage.

• Mental health benefits available for associates and their families.

• Flexible time off policies.