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 details regarding location and vehicle issues and provide real-time assistance dispatch.

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

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

• Offer calm direction and reassurance during roadside emergencies.

• Navigate multiple web-based systems, online databases, CRMs, and dispatch tools concurrently.

• Accurately track the progress of services rendered.

• Work alongside peers and managers through Zoom and Google Chat in a virtual team environment.

• Assist customers with flat tires, lockouts, dead batteries, fuel deliveries, and tows resulting from mechanical failures.

• Engage in mandatory classroom training and continuous cross-training.

⛳️ 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 environment is preferred.

• Must successfully complete a thorough criminal background check.

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

• Applicant must provide their own work equipment.

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

• Current supported version of Windows 11, either 24H2, 25H2, or newer, is necessary.

• 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 must be available.

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

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

• Must have a secure, hard-wired high-speed internet connection via Ethernet; Wi-Fi is not permitted.

• Minimum internet speeds of 25 Mbps for downloads and 10 Mbps for uploads, with latency up to 80–100ms, are necessary.

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

• Must be able to type at least 30 words per minute accurately.

• Must select and consistently adhere to a dedicated production schedule.

• Weekend availability and flexibility are required.

• 100% attendance is mandatory during initial training.

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

• This position is not eligible for employer visa sponsorship at any time.

🏝️ Benefits

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

• Monthly bonuses for performance and attendance.

• Opportunities for regular overtime based on business requirements.

• Scheduled merit increases.

• Comprehensive medical, dental, and vision insurance.

• 401(k) program 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 programs.

• Employee Assistance Program (EAP).

• Referral bonus program available.

• Complimentary roadside assistance for employees.

• Disability and life insurance options.

• Mental health benefits for employees and their families.

• Parental planning benefits offered.

• Access to online skill-building courses.

• Professional mentorship opportunities.

• Cross-training programs available.

• Mandatory training sessions are compensated.

• Employer-covered travel and expenses for required initial onboarding in Medford.