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 throughout the U.S.

• Collect critical location and vehicle information to dispatch roadside assistance in real-time.

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

• Utilize active listening and empathy to calm frustrated or anxious callers.

• Offer clear guidance and outline next steps during roadside emergencies.

• Operate multiple web-based systems and dispatch tools concurrently.

• Accurately monitor service progress.

• Work collaboratively with colleagues and managers via Zoom and Google Chat in a virtual team environment.

• Take responsibility for each call and callback, ensuring accurate and timely assistance.

• Participate in mandatory classroom training and engage in cross-functional training.

• Support 24/7/365 roadside assistance availability, including weekends and holidays.

• Complete Harver computer skills and remote technology assessments upon application.

• Engage in Zoom interviews if selected.

⛳️ Requirements

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

• At least 1 year of continuous customer service experience is required.

• Must successfully pass a thorough criminal background check.

• Dedicated, quiet home office environment free of family, pet, or background noise.

• Must provide personal work equipment.

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

• Supported operating systems include Windows 11, version 24H2, 25H2, or newer.

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

• Minimum requirements include 8 GB RAM and 20 GB of free hard drive space.

• A functioning webcam is necessary.

• High-quality USB-wired headset is required.

• Google Chrome version 23 or newer or Mozilla Firefox version 3 or newer is needed.

• Secure, hard-wired high-speed internet connection via Ethernet; Wi-Fi is not permitted.

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

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

• Full Administrator privileges on the personal computer are essential.

• No active VPNs, privacy/proxy services, or hosted/virtual PC platforms are allowed.

• Must be able to type at least 30 WPM accurately.

• Familiarity with online databases, CRMs, complex dispatch software, AI tools, Google Maps, and Google Workspace is necessary.

• Weekend availability and flexibility are required.

• 100% attendance is mandatory during training sessions.

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

• Opportunities for overtime based on business requirements.

• Scheduled raises through merit increases.

• Medical, dental, and vision insurance plans.

• 401(k) program with company matching contributions.

• Paid Time Off (PTO), including up to 3 weeks per year for Contact Center roles.

• Paid sick leave is provided.

• Ten paid holidays each year.

• Tuition reimbursement and assistance available.

• Employee Assistance Program (EAP) offered.

• Referral bonus program available.

• Complimentary roadside assistance included.

• Access to online skill-building courses.

• Professional mentorship opportunities.

• Cross-training programs available.

• Healthcare, disability, life insurance, and mental health benefits for associates and their families.

• Parental planning benefits provided.

• Flexible time off options.

• Remote work arrangement available.

• Paid mandatory training sessions.