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 stranded drivers across the United States.

• Collect details regarding the location and vehicle issues, and dispatch assistance in real-time.

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

• De-escalate situations with anxious or frustrated customers through active listening, empathy, and reassurance.

• Offer clear instructions and explain the next steps during roadside emergencies.

• Oversee incidents involving flat tires, lockouts, dead batteries, fuel deliveries, and towing services.

• Utilize multiple web-based systems and dispatch tools concurrently to monitor service progress.

• Keep detailed notes while managing various screens and resources.

• Work collaboratively with colleagues and managers in a virtual team setting using Zoom and Google Chat.

• Take ownership of each call and follow-up while providing timely support to customers and roadside partners.

• Engage in mandatory classroom training, cross-functional training, and professional development opportunities.

⛳️ Requirements

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

• At least 1 year of continuous experience in customer service.

• Successful completion of a thorough criminal background check.

• A dedicated and quiet home office that is free from family, pet, and background noise.

• Work equipment must be provided by the applicant.

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

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

• Intel or AMD processor with 2 or more cores and a minimum boosted/turbo speed of 3.5 GHz.

• A minimum of 8 GB RAM and 20 GB of free hard drive space.

• A functioning webcam is required.

• A high-quality USB-wired headset is necessary.

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

• A secure, hard-wired high-speed Ethernet connection is essential; Wi-Fi is not permitted.

• Minimum internet speed of 25 Mbps download and 10 Mbps upload is required.

• Maximum latency should be between 80ms and 100ms.

• An active cell phone capable of receiving SMS and downloading security apps is needed.

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

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

• Availability and flexibility for weekend shifts.

• Commitment to a full-time production schedule.

• Must maintain 100% attendance during mandatory training sessions.

• Must be authorized to work in the United States full-time; no employer visa sponsorship is available now or in the future.

🏝️ Benefits

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

• Monthly bonuses for performance and attendance.

• Regular opportunities for overtime based on business requirements.

• Scheduled raises through merit increases.

• Medical, dental, and vision insurance coverage.

• 401(k) program with company matching contributions.

• Paid Time Off (PTO).

• Tuition reimbursement and assistance programs.

• Employee Assistance Program (EAP).

• Referral bonus program.

• Complimentary roadside assistance.

• Access to online skill-building courses.

• Professional mentorship opportunities.

• Cross-training programs available.

• Mandatory paid training sessions.

• Flexible time off options.

• Paid sick leave.

• Ten paid holidays each year.

• Parental planning benefits.

• Disability and life insurance coverage.

• Mental health benefits.

• Bonus and incentive programs.

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