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 stranded drivers, collecting details about their location and vehicle.

• Promptly and accurately dispatch roadside assistance in real time.

• Collaborate with external service providers to ensure timely and appropriate assistance is dispatched.

• Utilize active listening, empathy, and reassurance to de-escalate tense interactions.

• Clearly communicate the next steps to customers during roadside emergencies.

• Simultaneously utilize multiple web-based systems and dispatch tools to monitor service progress.

• Employ Google Maps and other digital tools to accurately determine customer locations.

• Record call details while managing live conversations across multiple screens.

• Work collaboratively with colleagues and supervisors via Zoom and Google Chat in a virtual team setting.

• Complete required classroom training and adhere to a mandated schedule coverage.

⛳️ Requirements

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

• A minimum of 1 year of continuous customer service experience, preferably in a high-paced contact center environment.

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

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

• Must provide personal work equipment.

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

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

• Processor must be either Intel or AMD with a minimum of 2 cores and at least 3.5 GHz boosted/turbo speed.

• At least 8 GB of RAM and a minimum of 20 GB of available hard drive space required.

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

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

• Secure, high-speed internet connection via Ethernet is mandatory; Wi-Fi connections are not permitted.

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

• An active cell phone capable of receiving SMS and downloading security applications for required two-step authentication.

• Full Administrator privileges on the personal computer are required.

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

• Ability to type at a minimum of 30 WPM with accuracy is needed.

• Must be adept at using online databases, CRMs, complex dispatch software, AI tools, Google Maps, and Google Workspace.

• Availability and flexibility for weekend work is essential.

• Attendance during mandatory training must be 100%.

• Current authorization to work full-time in the United States is required.

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

🏝️ Benefits

• Additional pay of $1.50 to $2.75 per hour for evening, night, and weekend shifts.

• Monthly bonuses for performance and attendance.

• Opportunities for regular overtime based on business requirements.

• Scheduled salary increases through merit-based evaluations.

• Options for medical, dental, and vision insurance.

• 401(k) plan with company matching contributions.

• Paid Time Off (PTO) benefits.

• Tuition reimbursement and assistance programs.

• Access to an Employee Assistance Program (EAP).

• Referral bonus program available.

• Complimentary roadside assistance provided.

• Access to online skill-building courses.

• Professional mentorship opportunities.

• Cross-training programs available.

• Comprehensive healthcare, disability, life insurance, and mental health benefits for employees and their families.

• Flexible time off policies.

• Paid sick leave included.

• Ten paid holidays each year.

• Up to 3 weeks of Paid Time Off annually for Contact Center roles.

• Parental planning benefits available.

• Bonus and incentive programs offered.

• Remote work arrangement supported.

• Compensation for mandatory training is provided.