Response Associate, Roadside Assistance

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🔥 0 minutes ago

🏈 Alabama, Arizona, +4 more states – Remote

🏈 Alabama – Remote 🌵 Arizona – Remote 🐊 Florida – Remote 🎸 Mississippi – Remote 🎸 Tennessee – Remote ⚔️ Virginia – Remote

💵 $16 / hour

⏰ Full Time

🟢 Junior

🟡 Mid-level

🚫👨‍🎓 No degree required

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Agero, Inc.

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

Founded 1994

🛡️ Insurance

📦 Logistics

🚗 Transport

Insurance • Logistics • Transport

Agero, Inc. is a leader in the driver assistance industry, providing a comprehensive suite of solutions including roadside assistance, accident management, and an electric vehicle experience. The company serves a wide range of industries including automakers, insurance providers, and service providers. Agero's solutions are powered by their intelligently designed platform, SWOOP, which enhances transparency and real-time communication. With over 115 million drivers protected annually and partnerships with top insurance carriers, Agero is dedicated to transforming the driving experience through digital innovations and strategic partnerships.

📋 Description

• Handle high-volume inbound calls from stranded motorists and gather location and vehicle details • Dispatch roadside assistance quickly and accurately in real time • Coordinate with external tow and roadside service providers • De-escalate frustrated or anxious customers using active listening and empathy • Provide clear guidance and reassurance during roadside emergencies • Navigate multiple web-based systems and dispatch tools simultaneously • Track service progress accurately • Collaborate with peers and managers via Zoom and Google Chat • Manage calls and call-backs with ownership and service excellence • Escalate situations requiring additional assistance • Participate in mandatory training and cross-training programs

🎯 Requirements

• Must currently physically reside in Alabama, Arizona, Florida, Georgia, Mississippi, Tennessee, or Virginia • 1+ years of continuous customer service experience • Fast-paced contact center experience ideally preferred; retail, fast-food, hospitality, administrative, or warehouse/production experience may provide transferable skills • Must successfully pass a comprehensive criminal background screening covering 10 years for misdemeanors and a lifetime check for felonies • Must have a dedicated, quiet home office free from family, pet, or background noise • Must provide own work equipment • Personal desktop or laptop manufactured in 2021 or later; Chromebooks, Macs, and tablets not allowed • Current supported Windows 11, specifically version 24H2, 25H2, or newer • Intel or AMD processor with 2+ cores and minimum 3.5 GHz boosted/turbo speed • Minimum 8 GB RAM and 20 GB free hard drive space • Working webcam • High-quality USB-wired headset • Google Chrome version 23+ or Mozilla Firefox version 3+ • Secure hard-wired high-speed Ethernet internet; Wi-Fi, mobile hotspots, satellite internet, and USB tethering not allowed • Minimum internet speeds of 25 Mbps download and 10 Mbps upload • Maximum latency of 80ms–100ms • Active cell phone capable of receiving SMS and downloading security apps • Full administrator privileges on the computer • Active VPNs, privacy/proxy services, and hosted/virtual PC platforms prohibited • Must type at least 30 WPM accurately • Comfortable using online databases, CRMs, dispatch software, AI tools, Google Maps, and Google Workspace • Weekend availability and flexibility required • 100% attendance required during mandatory training • Must be currently authorized to work full-time in the United States; employer visa sponsorship is not available

🏖️ Benefits

• Extra $1.50 to $2.75 per hour in shift differentials for evenings, nights, and weekends • Monthly performance and attendance bonuses • Regular overtime opportunities based on business needs • Scheduled raises through merit increases • Medical, dental, and vision insurance • 401(k) program with company match • Paid Time Off (PTO) • Paid sick leave • Ten paid holidays annually • Tuition reimbursement/assistance • Employee Assistance Program (EAP) • Referral bonus program • Complimentary roadside assistance • Online skill-building courses • Professional mentorship • Cross-training programs • Parental planning benefits • Disability insurance • Life insurance • Mental health benefits • Paid mandatory classroom training • Remote work arrangement