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 details regarding the location and vehicle issues, and dispatch aid in real-time.

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

• Utilize active listening and empathetic communication to alleviate the concerns of frustrated or anxious customers.

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

• Simultaneously navigate various web-based systems and dispatch tools.

• Accurately track the progress of services being rendered.

• Work collaboratively with peers and supervisors via Zoom and Google Chat.

• Address roadside emergencies such as flat tires, lockouts, dead batteries, fuel deliveries, and towing related to mechanical failures.

• Engage in mandatory classroom training and cross-functional training sessions.

⛳️ Requirements

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

• Minimum of 1 year of continuous experience in customer service.

• Must successfully complete a thorough criminal background check.

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

• Must provide personal work equipment.

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

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

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

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

• A functioning webcam and a high-quality USB-wired headset.

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

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

• Minimum internet speeds of 25 Mbps for downloads and 10 Mbps for uploads; latency must be between 80ms–100ms.

• An active cell phone capable of receiving SMS and downloading security applications for mandatory two-step authentication.

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

• Typing speed of at least 30 WPM is required.

• Must be available for full-time production schedules, including at least one weekend day and holiday coverage.

• 100% attendance is mandatory during training sessions.

• Must be authorized to work in the United States on a full-time basis; no employer visa sponsorship is available.

• Previous remote work experience, consistent work history, and career advancement are highly regarded.

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

🏝️ Benefits

• Additional $1.50 to $2.75 per hour in shift differentials for evening, night, and weekend shifts.

• Monthly bonuses for performance and attendance.

• Regular overtime opportunities 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 assistance programs.

• Employee Assistance Program (EAP) along with mental health benefits.

• Referral bonus program available.

• Complimentary roadside assistance offered.

• Access to online skill-building courses.

• Professional mentorship opportunities.

• Cross-training programs provided.

• Parental planning benefits included.

• Disability and life insurance options.

• Flexible time off arrangements.