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 inbound calls from stranded motorists while collecting location and vehicle information.

• Quickly and accurately dispatch roadside assistance in real time.

• Collaborate with external towing and roadside service providers.

• Employ active listening and empathy to calm frustrated or anxious customers.

• Offer clear guidance and reassurance during roadside emergency situations.

• Simultaneously navigate various web-based systems, dispatch tools, databases, CRMs, Google Maps, and additional digital resources.

• Monitor service progress and keep precise notes.

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

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

⛳️ Requirements

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

• At least 1 year of continuous customer service experience.

• Experience in a fast-paced contact center is preferred; transferable experience from retail, fast-food, hospitality, administrative, or warehouse/production settings is appreciated.

• Must successfully pass a thorough criminal background check covering 10 years for misdemeanors and a lifetime check for felonies.

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

• Must supply your own work equipment.

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

• Must operate a current supported version of Windows 11, specifically version 24H2, 25H2, or newer.

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

• At least 8 GB of RAM and a minimum of 20 GB of free hard drive space are required.

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

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

• A secure hard-wired high-speed internet connection via Ethernet is required; Wi-Fi is not permitted while working.

• A minimum internet speed of 25 Mbps download and 10 Mbps upload is essential; maximum latency should be between 80–100 ms.

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

• Must not use work-issued PCs, incompatible devices, mobile hotspots, Wi-Fi, satellite internet, USB tethering, active VPNs, privacy/proxy services, or hosted/virtual PC platforms.

• Typing at a minimum of 30 WPM accurately is required.

• Must be comfortable using online databases, CRMs, complex dispatch software, AI tools, Google Maps, and Google Workspace.

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

• Weekend availability and flexibility are required.

• Must maintain 100% attendance during mandatory training.

🏝️ Benefits

• Shift differentials ranging from $1.50 to $2.75 per hour for evenings, nights, and weekends.

• Monthly performance and attendance bonuses.

• Regular overtime opportunities based on business requirements.

• Scheduled raises through merit increases.

• Medical, dental, and vision insurance.

• 401(k) program with company match.

• Paid Time Off (PTO).

• Tuition reimbursement / tuition assistance.

• Employee Assistance Program (EAP).

• Referral bonus program.

• Complimentary roadside assistance.

• Online skill-building courses.

• Professional mentorship.

• Cross-training programs.

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

• Flexible time off.

• Paid sick leave.

• Ten paid holidays per year.

• Up to 3 weeks Paid Time Off annually for Contact Center Roles.

• Parental planning benefits.

• Bonus/Incentive Programs.

• Mandatory classroom training is compensated.

• Employer manages travel arrangements and expenses for required initial onboarding travel.