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 throughout the U.S.

• Collect vehicle and location information and provide real-time dispatch of roadside assistance.

• Collaborate with external service providers to efficiently and accurately send tow trucks and service vehicles.

• Use active listening, empathy, and reassurance to de-escalate concerns of frustrated or anxious customers.

• Assist customers in navigating roadside emergencies such as flat tires, lockouts, dead batteries, fuel deliveries, and towing services.

• Utilize various web-based systems and dispatch tools simultaneously to monitor service progress.

• Keep detailed notes while managing multiple screens and resources effectively.

• Work in a performance-oriented virtual team with peers and managers using Zoom and Google Chat.

• Complete required classroom training and engage in cross-training activities.

• Adhere to designated production schedules that support 24/7/365 roadside assistance coverage.

⛳️ 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.

• Successful completion of a thorough criminal background check is necessary.

• A dedicated, quiet home office environment free from family, pet, or background distractions is essential.

• Must supply 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 at least 2 cores and a minimum boosted/turbo speed of 3.5 GHz is required.

• At least 8 GB of RAM and 20 GB of available hard-drive space must be provided.

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

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

• A secure, hard-wired high-speed internet connection via Ethernet is mandatory; Wi-Fi is not accepted.

• Minimum internet speeds of 25 Mbps download and 10 Mbps upload, with latency up to 80–100 ms, are required.

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

• Full Administrator privileges on the computer are necessary.

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

• Ability to type at least 30 WPM accurately is required.

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

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

• Full-time availability with flexibility for weekends is required.

• 100% attendance is mandatory during training sessions.

🏝️ 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 needs.

• Scheduled merit increases.

• Medical, dental, and vision insurance coverage.

• 401(k) program 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.

• Disability and life insurance benefits.

• Mental health support for associates and their families.

• Parental planning benefits.

• Flexible time off options.

• Compensation for mandatory training sessions.