Remote - Response Associate Roadside Assistance Customer Service Representative

About Agero:

Wherever drivers go were leading the way. Ageros mission is to rethink the vehicle ownership experience through a powerful combination of passionate people and datadriven technology strengthening our clients relationships with their customers. As the #1 B2B whitelabel provider of digital driver assistance services were pushing the industry in a new direction taking manual processes and redefining them as digital transparent and connected. This includes: an industryleading dispatch management platform powered by Swoop; comprehensive accident management services; knowledgeable consumer affairs and connected vehicle capabilities; and a growing marketplace of services discounts and support enabled by a robust partner ecosystem. The company has over 150 million vehicle coverage points in partnership with leading automobile manufacturers insurance carriers and many others. Managing one of the largest national networks of service providers Agero responds to approximately 12 million service events annually. Agero a member company of The Cross Country Group is headquartered in Medford Mass. with operations throughout North America. To learn more visit currently hiring for Remote Response Associates in Roadside Assistance to take inbound calls and dispatch assistance to customers experiencing vehicle emergencies.

About the Role:

As aResponse Associate youll be the first point of contact for customers experiencing stressful and often dangerous roadside emergencies. Whether theyre stranded due to a flat tire dead battery or mechanical failure youll be their lifelinelistening empathetically gathering critical location & vehicle information and dispatching the appropriate service provider (tow truck locksmith jump start etc..

Beyond dispatching assistance youll provide clear updates manage expectations and ensure the customer feels supported throughout the process. Your role is vital in delivering timely roadside solutions directly impacting customer safety satisfaction and Ageros reputation as a trusted service provider.

Your Impact:

• Be the voice of reassurance: Assist customers in distress with professionalism empathy and patience understanding that they may be frustrated upset or scared.
• Communicate effectively: Provide clear updates explain next steps and adjust your approach based on the customers needs to ensure a positive interaction.
• Coordinate rapid response: Partner with service providers to efficiently dispatch roadside assistance ensuring timely and accurate support.
• Stay composed under pressure: Make quick informed decisions while maintaining a calm and solutionoriented mindset.
• Drive customer satisfaction: Deliver exceptional service in highpressure situations strengthening brand loyalty and customer trust.

What Youll Do:

• Manage a high volume of inbound calls gathering critical location and vehicle details to ensure swift assistance.
• Dispatch appropriate roadside services quickly and efficiently while keeping customers informed every step of the way.
• Deescalate frustrated callers by actively listening acknowledging concerns and providing empathetic solutions.
• Navigate multiple digital tools and systems seamlessly to coordinate service requests with accuracy.
• Thrive in a fastpaced performancedriven remote environment where highquality service reliability and continuous learning are recognized and rewarded.

What Were Looking For:

• Empathy in Action:Ability to connect with customers show understanding and provide reassurance during stressful situations.
• Effective TwoWay Communication:Strong listening skills and the ability to clearly explain solutions and updates to customers.
• Sound Judgment Under Pressure:Quick decisionmaking skills to assess situations and determine the best course of action.
• MultiTasking Mastery:Ability to handle multiple customer interactions navigate different systems and manage dispatch requests efficiently.
• Strong ProblemSolving & DeEscalation Skills:Address customer concerns with patience and professionalism while finding effective resolutions.
• Computer & Technical Proficiency:Comfort navigating multiple digital tools and dispatch software to provide accurate and timely assistance.

What Youll Need:

• Genuine passion for helping others supported by previous experience in customerfacing or support roles.
• Experience in customer service sales or technical support preferably in a fastpaced environment. Contact center experience is a plus.
• Comfortable handling highvolume calls in a structured metricsbased environment with a focus on meeting and exceeding customer satisfaction goals.
• Ability to stay calm and provide excellent service even in highstress situations with upset or difficult customers.
• Selfmotivated and able to work independently in a remote setting.
• Familiarity withGoogle Workspace (Docs Sheets Gmail) and webbased CRM systems.

Position Requirements:

• Must currently reside in Alabama Arizona Florida Georgia Mississippi Tennessee or Virginia.
• Availability to work flexible hours including evenings and weekends to accommodate varying customer needs and peak call times.
• Must be able to successfully pass a criminal background check.
• Has compatible remote technology including a personal desktop or laptop computer secure highspeed internet webcam inservice cell phone and wired headset.

Remote Technology Requirements:

• Candidates must pass a technology diagnostic to be considered for a remote contact center role. Passing the remote technology diagnostic is mandatory to proceed in the application process.
• Personal home desktop or laptop computer with Windows 10 or Windows 11 Operating System and ability to have a wired internet connection.
• Processor with 2 or more cores and a Processor Speed of at least 3.5 GHz (boosted max or turbo).
• Internal RAM of 8 GB or greater.
• Free Storage to meet or exceed 20 GB.
• Wired headset.
• Webcam.
• Google Chrome 23 or higher Mozilla Firefox 3 or higher.
• Secure high speed internet connection must be hardwired internet connection to a modem/router.
• Must be password protected.
• Minimum upload speed of 6 Mbps minimum download speed of 15 Mbps and a maximum latency of 80100 ms
• Inservice cell phone capable of receiving & sending sms text messages and downing apps. (Cell phones are used for twostep authentication).

Please Note:

• Macbooks iPads iMacs Chrombooks Surface Pros Surface Go and Samsung Notebooks are NOT compatible.
• Mobile hotspots wifi connections satellite internet and usb tethering are NOT allowed.

VPN Usage Policy: * *You are not permitted to access the network using any hosted PC services. All required software must be installed directly on your physical machine. If you have any questions regarding this please reach out to your recruiter trainer or supervisor for clarification. If there are multiple people working for Agero in your household it is important to inform Agero. You may be asked to provide additional information to support their use of the network. Agero reserves the right to require employees to work from specific data locations (public IP endpoints). Access via a public VPN service is strictly prohibited. If you are subscribed to any VPN privacy or proxy services they must be disabled while working. If you have any questions about this please contact your recruiter trainer or supervisor.

Pay and Benefit Information:

• Pay Rate: $16.25 per hour
• Incentives: Opportunity to earn a monthlybonus based on performance & attendance up to $2.25 per hour shift differential for evenings nights & weekends and overtime pay & other incentives available based on business needs.
• Benefits:Medical Dental Vision 401K Tuition Reimbursement Paid Time Off Complimentary Roadside Assistance Career Advancement Associate Assistance & Work/Life Program (EAP) and more.

Training Classes and Production Schedules:

Your attendance during training is vital for your success and your performance will be assessed throughout the process. Paid training will be held Monday through Friday with class times varying. Please ensure you can commit to the full training schedule before joining. We are committed to your professional growth and career advancement. As part of your development youll have the opportunity for crosstraining in additional skill sets helping you expand your expertise and advance within the company!

Start Date 1: Monday 03/17/2025

Training Schedule: 03:30 pm to 12:00 am EST Monday through Friday for 2 weeks

Production Shifts: Evenings and Nights. Start times between the hours of 04:00 pm and 07:00 pm EST with various day off options available either two weekdays or one weekday & one weekend day. Fulltime only.

*Limited number of overnight shifts also available.

Start Date 2: Monday 04/07/2025

Training Schedule: 01:00 pm to 9:30 pm EST Monday through Friday for 2 weeks

Production Shifts: Afternoons and Evenings. Start times between the hours of 01:00 pm and 05:00 pm EST with various day off options available either two weekdays or one weekday & one weekend day. Fulltime only.

*Limited number of day shifts also available.

Start Date 3: Monday 04/14/2025

Training Schedule: 01:00 pm to 9:30 pm EST Monday through Friday for 2 weeks

Production Shifts: Afternoons and Evenings. Start times between the hours of 01:00 pm and 05:00 pm EST with various day off options available either two weekdays or one weekday & one weekend day. Fulltime only.

*Limited number of day shifts and overnight shifts also available.

Start Date 4:Monday 04/28/2025

Training Schedule: 09:00 am to 5:30 pm EST Monday through Friday for 2 weeks

Production Shifts: Morning and Day shifts. Start times between the hours of 01:00 pm and 05:00 pm EST with various day off options available either two weekdays or one weekday & one weekend day. Fulltime only.

*Limited number of mid shifts and overnight shifts also available.

We Want to Hear From You!

If youre passionate about helping others thrive in a fastpaced environment and are ready to make a difference apply today. Join our team and be part of a company that values your growth and provides the support you need to succeed.

Life at Agero:

At Agero youll find a workplace where your unique perspective is not just welcomed its celebrated. We believe that our differences make us stronger and were committed to creating an environment where every employee feels a sense of belonging. If youre looking for a company that values your individuality provides opportunities for growth and champions open communication Agero is the place for you. Join our team and help us drive the future of driver assistance while experiencing a workplace where you can truly thrive.

Benefits Built for Wellbeing:

Ageros innovation is driven by a workforce where all associates feel like they can truly thrive. Agero offers a wide range of benefits to promote wellbeing encourage personal development and ensure financial stability. Our benefits include:

• Health and Wellness: Healthcare dental vision disability life insurance and mental health benefits for associates and their families.
• Financial Security: 401(k) plan with company match and tuition assistance to support your future goals.
• WorkLife Balance: Flexible time off paid sick leave and ten paid holidays annually.
• For Contact Center Roles: Accrual of up to 3 weeks Paid Time Off per year paid sick leave and ten paid holidays annually.

• Family Support: Parental planning benefits to assist associates through lifes milestones.
• Bonus/Incentive Programs

Join Agero and experience a workplace that invests in your success both personally and professionally.