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 throughout the U.S.

• Collect location and vehicle information while providing real-time assistance dispatch.

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

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

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

• Offer clear instructions to roadside partners and outline next steps for customers.

• Assume full responsibility for each call and follow-up communication.

• Work together with colleagues and management in a virtual setting using Zoom and Google Chat.

• Engage in required classroom training sessions and potential cross-training opportunities.

⛳️ Requirements

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

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

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

• Must have a dedicated, quiet home office environment devoid of family, pets, or background noises.

• Personal work equipment must be provided by the candidate.

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

• Supported Windows 11 versions include 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 is necessary.

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

• Google Chrome version 23+ or Mozilla Firefox version 3+ is mandatory.

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

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

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

• Candidates must be comfortable using online databases, CRMs, dispatch software, AI tools, Google Maps, and Google Workspace.

• A typing speed of at least 30 WPM with accuracy is required.

• Candidates must consistently work a dedicated production schedule.

• Availability and flexibility on weekends is required.

• Full attendance is mandatory during required training sessions.

• Candidates must currently have authorization to work full-time in the United States; employer visa sponsorship is not available.

🏝️ Benefits

• Additional $1.50 to $2.75 per hour in shift differentials for evenings, nights, and weekends.

• Monthly bonuses for performance and attendance.

• Opportunities for overtime based on business requirements.

• Scheduled merit increases.

• Comprehensive medical, dental, and vision insurance.

• 401(k) plan with company matching contributions.

• Paid Time Off (PTO).

• 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.

• Parental planning benefits.

• Disability and life insurance.

• Mental health support.

• Flexible time off options.