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 and collect information regarding their location and vehicle.

• Quickly and accurately dispatch roadside assistance in real-time.

• Coordinate with external towing and roadside service providers.

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

• Offer clear guidance and assurance during roadside emergencies.

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

• Record call details and navigate through online databases, CRMs, and dispatch software.

• Collaborate with colleagues and managers in a virtual team setting via Zoom and Google Chat.

• Take ownership of calls and callbacks, ensuring timely and accurate support for customers and partners.

⛳️ Requirements

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

• At least 1 year of continuous customer service experience.

• Experience in customer-facing roles, preferably in a fast-paced contact center environment.

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

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

• Must provide personal work equipment.

• A personal desktop or laptop manufactured in 2021 or later; Chromebooks, Macs, and tablets are not permitted.

• Must operate on a supported version of Windows 11, specifically 24H2, 25H2, or newer.

• An 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.

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

• Google Chrome version 23 or higher or Mozilla Firefox version 3 or higher must be installed.

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

• Internet speeds must be a minimum of 25 Mbps for downloads and 10 Mbps for uploads, with latency up to 80–100 ms.

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

• Full administrator rights on the personal computer are necessary.

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

• An accurate typing speed of at least 30 WPM is necessary.

• Weekend availability and flexibility, as well as the ability to work during holidays, is required.

• 100% attendance during mandatory training is a must.

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

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

🏝️ Benefits

• Shift differentials of $1.50 to $2.75 per hour for evenings, nights, and weekends.

• Monthly bonuses based on performance and attendance.

• Opportunities for regular overtime in response to business needs.

• Scheduled merit increases.

• Comprehensive medical, dental, and vision insurance.

• 401(k) plan with company matching contributions.

• Paid Time Off (PTO) of up to 3 weeks per year for Contact Center roles.

• 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.

• Disability insurance coverage.

• Life insurance benefits.

• Mental health support for employees and their families.

• Benefits for parental planning.

• Flexible time off options.

• Bonus and incentive programs.

• Mandatory training is compensated.