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 motorists throughout the United States.

• Collect location and vehicle information, dispatching roadside assistance in real-time.

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

• Utilize active listening, empathy, and reassurance to de-escalate stressed or anxious customers.

• Offer clear instructions regarding next steps during roadside emergencies.

• Handle calls related to flat tires, lockouts, dead batteries, fuel deliveries, and towing services.

• Operate multiple web-based systems and dispatch tools concurrently to monitor service progress.

• Take detailed notes while navigating through various screens and resources.

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

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

⛳️ Requirements

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

• At least 1 year of uninterrupted customer service experience.

• Successful completion of a comprehensive criminal background check is required.

• A dedicated, quiet home office environment without family, pet, or background noise is essential.

• Must provide personal work equipment.

• Personal desktop or laptop must be manufactured in 2021 or later.

• Operating system must be Windows 11 version 24H2, 25H2, or newer; Macs, Chromebooks, and tablets are not permitted.

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

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

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

• Must use Google Chrome version 23+ or Mozilla Firefox version 3+.

• A secure, hardwired high-speed internet connection via Ethernet is mandatory; Wi-Fi is not allowed.

• Minimum internet speeds of 25 Mbps for downloads and 10 Mbps for uploads, with latency up to 80–100 ms.

• An active cell phone that can receive SMS and download security applications is required.

• Accurate typing speed of at least 30 WPM is necessary.

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

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

• This position is not eligible for employer visa sponsorship.

• Availability for full-time work and flexibility on weekends is required.

• 100% attendance during mandatory training sessions is essential.

🏝️ Benefits

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

• Monthly bonuses for performance and attendance.

• Opportunities for regular overtime based on business needs.

• Scheduled pay raises through merit increases.

• Comprehensive medical, dental, and vision insurance.

• 401(k) program with company matching contributions.

• Paid Time Off (PTO), including up to 3 weeks annually for contact center roles.

• Paid sick leave.

• Ten paid holidays each year.

• Tuition reimbursement and assistance programs.

• Access to Employee Assistance Program (EAP).

• Referral bonus program.

• Complimentary roadside assistance provided.

• Online courses for skill development.

• Opportunities for professional mentorship.

• Cross-training programs available.

• Benefits for parental planning.

• Disability and life insurance coverage.

• Mental health benefits available for employees and their families.

• Paid mandatory training sessions.

• Flexible time off options.