[Remote] Remote Response Associate, Roadside Assistance CSR
Note: The job is a remote job and is open to candidates in USA. Agero, Inc. is a leading provider of digital driver assistance services, and they are seeking Response Associates to support customers facing roadside emergencies. The role involves handling high-volume calls, dispatching assistance, and providing empathetic support to ensure customer safety and satisfaction.
Responsibilities
- Handle High-Volume Calls: Gather essential details regarding location and vehicle issues to dispatch assistance quickly
- Dispatch with Accuracy: Coordinate efficiently with service providers to ensure the right help arrives at the right time
- De-escalate & Support: Use active listening and empathy to calm frustrated or anxious customers
- Navigate Digital Tools: Utilize multiple web-based systems and dispatch tools to track service progress accurately
- Excel in a Virtual Team: Thrive in a performance-driven remote environment, collaborating with peers and managers via Zoom and Google Chat
Skills
- Must currently reside in Alabama, Arizona, Florida, Georgia, Mississippi, Tennessee, or Virginia
- 1+ year of customer service experience, ideally in a fast-paced contact center
- Reliable tenure, demonstrated career growth, and a background in remote work are strongly preferred
- Experience in retail, fast-food, hospitality, administrative, or warehouse/production roles is highly transferable and valued
- A genuine passion for helping others with a proven track record in customer-facing support roles
- Proficient in Google Workspace (Docs, Sheets, Gmail) and skilled at navigating web-based systems to manage customer and vehicle information
- Ability to thrive in a virtual contact center, collaborating effectively via phone, email, chat, and Zoom
- Open availability for all shifts, including days, evenings, nights, weekends, and holidays - to support our customers during peak times
- Must successfully pass a criminal background screening
- Requires a dedicated, quiet workspace. You must provide your own equipment, including a compatible personal desktop or laptop, wired high-speed internet, a webcam, a cell phone, and a USB- headset
- Personal desktop or laptop (manufactured in 2020 or later)
- Must be running a current, manufacturer-supported version of Windows 11 (version 24H2, 25H2, or newer)
- Intel or AMD 2+ cores, minimum 3.5 GHz (boosted/turbo speed)
- 8 GB RAM (or greater) and at least 20 GB of free space
- Webcam and a usb-wired headset
- Google Chrome (23+) or Mozilla Firefox (3+)
- Secure, wired high-speed connection (no Wi-Fi)
- Min Download: 25 Mbps | Min Upload: 10 Mbps | Max Latency: 80ms–100ms
- An active cell phone capable of SMS text and app downloads for two-step authentication
- Experience in a fast-paced contact center
- Background in remote work
Benefits
- Opportunity to earn monthly performance and attendance bonuses + Shift differentials for working evenings, nights, overnights, and weekends! ($1.75 to $2.50 per hour.)
- Medical, Dental, and Vision; 401(k) with match; Paid Time Off; Tuition Reimbursement; and Complimentary Roadside Assistance.
- Invest in your future with access to online skill-building courses, mentorship, and cross-training programs designed to build the expertise needed for advancement at Agero.
- Healthcare, dental, vision, disability, life insurance, and mental health benefits for associates and their families.
- 401(k) plan with company match and tuition assistance to support your future goals.
- 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.
- Parental planning benefits to assist associates through life’s milestones.
- Bonus/Incentive Programs
Company Overview