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 across the United States.

• Collect information regarding location and vehicle issues to dispatch assistance promptly.

• Work in coordination with external service providers to guarantee accurate and swift dispatch.

• Utilize active listening and empathy to de-escalate situations with frustrated or anxious customers.

• Offer calm support and explain the next steps during roadside emergencies.

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

• Employ multiple web-based systems and dispatch tools concurrently.

• Accurately track the progress of services being provided.

• Collaborate with colleagues and managers via Zoom and Google Chat.

• Take full responsibility for each call and callback while ensuring accurate and timely assistance.

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

• Adhere to assigned production schedules that operate 24/7/365, including coverage on weekends and holidays.

⛳️ 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 comprehensive criminal background check is mandatory.

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

• Must provide personal work equipment.

• A personal desktop or laptop must be manufactured in 2021 or later; Chromebooks, Macs, and tablets are prohibited.

• Current supported Windows 11, specifically version 24H2, 25H2, or newer, is required.

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

• At least 8 GB RAM and 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 higher or Mozilla Firefox version 3 or higher is required.

• Secure hardwired 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, 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 essential.

• Must have full Administrator privileges on the computer.

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

• Must be currently authorized to work in the United States on a full-time basis.

• This position is not eligible for employer visa sponsorship.

• Full-time availability and flexibility for weekend shifts are required.

• 100% attendance is mandatory during required training sessions.

🏝️ Benefits

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

• Monthly bonuses for performance and attendance.

• Opportunities for overtime based on business needs.

• Scheduled merit increases are available.

• Comprehensive medical, dental, and vision insurance options.

• 401(k) program with company matching contributions.

• Paid Time Off (PTO) is offered.

• Paid sick leave is included.

• Ten paid holidays are provided annually.

• Tuition reimbursement and assistance programs are available.

• Employee Assistance Program (EAP) is included.

• Referral bonus program is available.

• Complimentary roadside assistance is offered.

• Access to online skill-building courses.

• Professional mentorship opportunities are provided.

• Cross-training programs are available.

• Parental planning benefits are included.

• Disability and life insurance options are provided.

• Mental health benefits are available.

• Flexible time off is offered.

• Paid mandatory training is included.

• Employer-paid travel arrangements and expenses for initial onboarding in Medford, if required.