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 stranded drivers, collecting location and vehicle information.

• Efficiently and accurately dispatch roadside assistance in real time.

• Coordinate with external towing and roadside service providers.

• Utilize active listening, empathy, and reassurance to de-escalate stressful customer interactions.

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

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

• Keep comprehensive notes while navigating multiple screens and systems.

• Collaborate with colleagues and supervisors in a virtual team setting using Zoom and Google Chat.

• Complete required training and adhere to the assigned production schedule.

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

⛳️ Requirements

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

• Minimum of 1 year of consistent customer service experience.

• Successful completion of a thorough criminal background check.

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

• Must supply own work equipment.

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

• Supported systems must run 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.

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

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

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

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

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

• An active mobile phone capable of receiving SMS and downloading security apps for two-step authentication is required.

• Accurate typing speed of at least 30 WPM.

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

• Attendance at mandatory training sessions is required (100% attendance).

• Weekend availability and flexibility are essential.

• Must be authorized to work full-time in the United States; employer visa sponsorship is not available.

🏝️ Benefits

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

• Monthly bonuses based on performance and attendance.

• Regular overtime opportunities depending on business requirements.

• Scheduled raises through merit increases.

• Medical, dental, and vision insurance coverage.

• 401(k) plan with company matching contributions.

• Paid Time Off (PTO).

• Paid sick leave.

• 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 programs available.

• Benefits for parental planning.

• Disability and life insurance coverage.

• Mental health benefits for associates and their families.

• Flexible time off options.