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 location and vehicle information.

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

• Collaborate with external towing and roadside service providers.

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

• Offer clear guidance and reassurance during roadside emergencies.

• Simultaneously navigate various web-based systems and dispatch tools.

• Accurately track the progress of services provided.

• Work in coordination with colleagues and managers through Zoom and Google Chat.

• Handle calls and callbacks with a focus on ownership and service excellence.

• Escalate any situations that require further assistance.

• Engage in mandatory training and cross-training programs.

⛳️ Requirements

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

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

• Experience in a fast-paced contact center is preferred; experience in retail, fast-food, hospitality, administrative roles, or warehouse/production may also be applicable.

• Successful completion of a comprehensive criminal background check covering 10 years for misdemeanors and a lifetime check for felonies is mandatory.

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

• Candidates must provide their own work equipment.

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

• Must be running a current supported version of Windows 11, specifically version 24H2, 25H2, or newer.

• An Intel or AMD processor with at least 2 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 is required.

• A high-quality USB-wired headset must be provided.

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

• A secure hard-wired high-speed Ethernet internet connection is mandatory; Wi-Fi, mobile hotspots, satellite internet, and USB tethering are not allowed.

• Minimum internet speeds of 25 Mbps download and 10 Mbps upload are required.

• Latency must not exceed 80ms–100ms.

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

• Full administrator rights on the computer are required.

• Active VPNs, privacy/proxy services, and hosted/virtual PC platforms are prohibited.

• Must be able to type at least 30 WPM accurately.

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

• Availability and flexibility to work on weekends is required.

• 100% attendance is mandatory during training sessions.

• Must be authorized 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 evening, night, and weekend shifts.

• Monthly bonuses for performance and attendance.

• Opportunities for regular overtime based on business requirements.

• Scheduled pay raises through merit increases.

• Medical, dental, and vision insurance coverage.

• 401(k) program with company matching contributions.

• Paid Time Off (PTO) policy.

• Paid sick leave benefits.

• Ten paid holidays each year.

• Tuition reimbursement and assistance programs.

• Employee Assistance Program (EAP).

• Referral bonus program available.

• Complimentary roadside assistance offered.

• Access to online skill-building courses.

• Professional mentorship opportunities.

• Participation in cross-training programs.

• Parental planning benefits provided.

• Disability and life insurance options available.

• Mental health benefits included.

• Paid mandatory classroom training provided.

• Remote work arrangement available.