Response Associate, Roadside Assistance, CSR

This is a fully remote position, open to applicants in Alabama, +6 more states.

📋 Description

• Manage a high volume of incoming calls from motorists in distress throughout the U.S.

• Collect vehicle and location information to provide real-time roadside assistance.

• Work with external service providers to accurately dispatch tow trucks and service vehicles.

• Calm and assist upset or anxious customers through effective listening, empathy, and reassurance.

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

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

• Handle roadside emergencies such as flat tires, lockouts, dead batteries, fuel deliveries, and towing services.

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

• Complete all required classroom and cross-functional training.

• Adhere to a dedicated production schedule to ensure 24/7/365 roadside coverage.

⛳️ Requirements

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

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

• Must successfully undergo a thorough criminal background check.

• Must have a quiet home office environment free from family, pet, or background noise.

• 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.

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

• Processor must be Intel or AMD with 2+ cores and a minimum boosted/turbo speed of 3.5 GHz.

• Minimum of 8 GB RAM and 20 GB of free hard-drive space required.

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

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

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

• Internet connection should provide a minimum of 25 Mbps download / 10 Mbps upload speed and maximum latency of 80ms–100ms.

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

• Personal devices must have administrator privileges; work-issued PCs are not permitted.

• Active VPNs, privacy/proxy services, and hosted/virtual PC platforms are not allowed.

• All versions of Windows 10 and expired versions of Windows 11 are unsupported.

• Ability to utilize online databases, CRMs, dispatch software, AI tools, Google Maps, and Google Workspace.

• Typing speed must be at least 30 WPM with accuracy.

• Full-time availability and flexibility for weekends are necessary.

• Attendance during mandatory training sessions must be 100%.

• Applicants must currently possess authorization to work full-time in the United States; employer visa sponsorship is not available now or in the future.

🏝️ Benefits

• An 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 overtime based on business requirements.

• Scheduled raises through merit-based increases.

• Comprehensive medical, dental, and vision insurance.

• 401(k) plan with company matching contributions.

• Paid Time Off (PTO), paid sick leave, and ten paid holidays each year.

• Tuition reimbursement and educational assistance.

• Employee Assistance Program (EAP) and mental health support.

• Referral bonus program.

• Complimentary roadside assistance services.

• Access to online skill-building courses.

• Professional mentorship opportunities.

• Cross-training initiatives.

• Parental planning benefits.

• Disability and life insurance options.

• Paid mandatory classroom training.

• Employer-covered travel arrangements and expenses for initial onboarding in Medford, if necessary.