Response Associate, Roadside Assistance, CSR

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

📋 Description

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

• Collect information regarding location and vehicle specifics, and provide real-time assistance dispatch.

• Collaborate with external service providers to guarantee precise and prompt dispatch.

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

• Offer calm guidance and clarify the next steps during roadside emergencies.

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

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

• Record call information while navigating through databases, CRMs, and dispatch software.

• Work collaboratively with colleagues and managers using Zoom and Google Chat.

• Take full responsibility for each call and follow-up while providing accurate and timely support.

⛳️ 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.

• Must successfully complete a thorough criminal background check.

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

• Must provide personal work equipment.

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

• Supported Windows 11 versions include 24H2, 25H2, or newer.

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

• At least 8 GB of RAM and 20 GB of free hard drive space are mandatory.

• A functional webcam and a high-quality USB-wired headset are required.

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

• A secure, hardwired high-speed internet connection via Ethernet is required; Wi-Fi is not permitted.

• Minimum internet speeds of 25 Mbps for download and 10 Mbps for upload are necessary; latency should be up to 80–100ms.

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

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

• Availability and flexibility for weekend shifts are required.

• Attendance is mandatory during training sessions.

• Must be authorized to work full-time in the United States; this position does not qualify for employer visa sponsorship.

🏝️ Benefits

• Additional pay of $1.50 to $2.75 per hour for evening, night, and weekend shifts.

• Monthly bonuses for performance and attendance.

• Opportunities for regular overtime based on business requirements.

• Scheduled salary increases based on merit.

• Comprehensive medical, dental, and vision insurance.

• 401(k) plan with company matching contributions.

• Paid Time Off (PTO), with up to 3 weeks per year for contact center positions.

• Paid sick leave benefits.

• Ten paid holidays each year.

• 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 initiatives.

• Disability and life insurance coverage.

• Mental health benefits available for associates and their families.

• Parental planning benefits.