Response Associate, Roadside Assistance

This is a fully remote position, open to applicants in Alabama, +5 more states.

📋 Description

• Manage a high volume of inbound calls from motorists in distress across the United States.

• Collect location and vehicle information and provide real-time dispatch for roadside assistance.

• Collaborate with external service providers to ensure the prompt and accurate dispatch of tow trucks and service vehicles.

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

• Handle roadside emergencies, which include flat tires, lockouts, dead batteries, fuel deliveries, and towing services.

• Operate multiple web-based systems and dispatch tools concurrently to monitor service progress.

• Maintain detailed documentation while navigating various screens and systems.

• Offer clear directions to roadside partners and explain the next steps to customers.

• Work collaboratively with colleagues and managers in a virtual team setting using Zoom and Google Chat.

• Complete required classroom training and engage in ongoing skill enhancement and cross-training.

⛳️ Requirements

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

• A minimum of 1 year of continuous experience in customer service.

• Must successfully pass a thorough criminal background check.

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

• Must provide personal work equipment.

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

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

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

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

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

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

• Secure, hardwired high-speed Ethernet connection; Wi-Fi is not acceptable.

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

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

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

• Accurate typing speed of at least 30 WPM.

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

• Availability and flexibility to work on weekends are required.

• Mandatory training requires 100% attendance.

🏝️ Benefits

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

• Monthly bonuses for performance and attendance.

• Opportunities for overtime based on business requirements.

• Scheduled merit increases.

• Medical, dental, and vision insurance coverage.

• 401(k) program 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 programs available.

• Disability and life insurance benefits.

• Mental health support benefits.

• Parental planning benefits offered.