Response Associate, Roadside Assistance

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

📋 Description

• Manage a significant volume of incoming calls from stranded drivers throughout the United States.

• Collect vehicle and location information and dispatch help in real-time.

• Collaborate with external service providers to guarantee timely and accurate assistance.

• Provide support and calm anxious or frustrated customers through active listening and empathy.

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

• Offer clear guidance and reassurance during roadside emergencies.

• Take full responsibility for each call and follow up as necessary.

• Work alongside colleagues and supervisors in a virtual team environment via Zoom and Google Chat.

• Complete required classroom training and engage in cross-training opportunities.

⛳️ Requirements

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

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

• Must successfully complete a thorough criminal background check.

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

• Applicants must provide their own work equipment.

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

• Must run a current supported version of Windows 11, specifically 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 necessary.

• At least 8 GB of RAM and 20 GB of available hard drive space is required.

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

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

• Secure, hard-wired high-speed internet must be provided via Ethernet; Wi-Fi is not permissible.

• Minimum internet speeds of 25 Mbps download and 10 Mbps upload, with a maximum latency of 80ms–100ms, are required.

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

• Candidates should 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.

• Commitment to a dedicated production schedule and flexibility for weekend shifts is essential.

• 100% attendance is required during the mandatory paid training period.

• Applicants must be authorized to work full-time in the United States; no employer visa sponsorship will be provided, now or in the future.

🏝️ Benefits

• $1.50 to $2.75 per hour 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, and ten paid holidays each year.

• Tuition reimbursement and assistance programs.

• Employee Assistance Program (EAP).

• Referral bonus program available.

• Complimentary roadside assistance services.

• Access to online skill-building courses.

• Professional mentorship opportunities.

• Cross-training programs available.

• Parental planning benefits offered.

• Disability and life insurance options.

• Mental health benefits are included.

• Flexible time off policies.