Remote – Roadside Assistance, Customer Service Representative

About Agero:

Wherever drivers go, we’re leading the way. Agero’s mission is to rethink the vehicle ownership experience through a powerful combination of passionate people and data-driven technology, strengthening our clients’ relationships with their customers. As the #1 B2B, white-label provider of digital driver assistance services, we’re pushing the industry in a new direction, taking manual processes, and redefining them as digital, transparent, and connected. This includes: an industry-leading 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 https://www.agero.com/.

About the Role:

Join our compassionate team as a Remote – Roadside Assistance, Customer Service Representative. In this role, you’ll provide empathetic support to customers facing roadside emergencies. As a leader in the digital driver and roadside assistance industry, we are dedicated to delivering timely and exceptional service to stranded motorists. Your primary focus will be to assess and resolve customers’ emergency roadside situations with empathy and urgency, ensuring they feel safe, supported, and reassured during these stressful moments.

Your Impact:

As a remote Response Associate, you’ll play a critical role in shaping the customer experience. You’ll be the reassuring voice guiding customers through real-time challenges such as towing, flat tires, lock-outs, jumpstarts, and winching, even when they are overwhelmed or upset. Your ability to stay calm under pressure and prioritize their needs will be essential in enhancing their experience.

Your Key Responsibilities Include:

• Empathy in Action: Handle each customer interaction with genuine empathy and act quickly and compassionately to support them in stressful roadside emergency situations.
• Effective Two-way Communication: Communicate empathetically with customers, actively listen to their roadside emergency details, set clear expectations, and collaborate with service providers and managers to relay accurate information and ensure timely solutions.
• Problem-Solving & De-Escalation Skills: Use critical thinking to solve challenging roadside issues, stay calm and solution-focused under pressure, and deliver innovative solutions that exceed customer expectations.
• Multi-Tasking Mastery: Navigate a multi-screen web system efficiently while speaking with customers on the phone and accurately documenting details to dispatch service providers.

Qualifications:

• A genuine passion for helping others, supported by previous experience in customer-facing or support roles.
• Strong computer skills, including the ability to open, create, and modify various documents using Google Workspace (Docs, Sheets, Slides, Gmail) and enter/retrieve customer and vehicle information using web-based systems.
• Previous experience in a customer service, sales, or technical support role, preferably in a fast-paced contact center environment.
• Ability to work independently and effectively in a remote environment.
• Has a compatible remote technology including, a home computer, secured high-speed internet, webcam, in-service cell phone, and wired headset.
• Must reside in Alabama, Arizona, Florida, Georgia, Mississippi, New Mexico, Tennessee, or Virginia.
• Be able to successfully pass a criminal background check.

Pay: $16.25 per hour (after training) + shift differentials and monthly bonus opportunities.

Click HERE to learn more about pay, benefits, and training!

Click HERE to learn more about work-from-home computer and internet requirements!

Upcoming New Hire Start Dates:

Shifts are full time only. All schedules have various days off options and include at least one weekend day. 

Start Date: 12/02/2024

Training Schedule: 9:00 AM to 5:30 PM EST, M-F for 2 weeks

Production Shifts: 6:00 AM to 2:30 PM, 7:30 AM to 4:00 PM, 9:00 AM to 5:30 PM, 10:30 AM to 7:00 PM, 9:00 PM to 5:30 AM *, 10:00 PM to 6:30 AM *, and 12:00 AM to 8:30 AM * EST

• Limited overnight shifts available.

Start Date: 12/09/2024 – Class A

Training Schedule: 8:30 AM to 5:00 PM EST, M-F for 2 weeks 

Production Shifts: 5:00 AM to 1:30 PM, 7:00 AM to 3:30 PM, 9:00 AM to 5:00 PM, and 11:00 AM to 7:30 PM EST shift options

Start Date: 12/09/2024 – Class B

Training Schedule: 1:00 PM to 9:30 PM EST, M-F for 2 weeks 

Production Shifts: 12:00 PM to 8:30 PM, 12:30 PM to 9:00 PM, 1:00 PM to 9:30 PM, 1:30 PM to 10:00 PM, 2:30 PM to 11:00 PM, and 4:00 PM to 12:30 AM EST

We want to hear from you! 

If you’re passionate about helping others, excel in clear communication, and thrive on making a real-time impact, join our remote Driver Services team to deliver exceptional service to roadside assistance customers. Enjoy world-class virtual training, ongoing remote support, and advancement opportunities. Help customers through emergency situations, grow your career, and make a genuine difference—apply now!

D, E & I Mission & Culture at Agero:

We are all Change Drivers at Agero. Each day, we speak to thousands of drivers and tow professionals across one of the most diverse countries in the world. Our mission to safeguard drivers on the road, strengthen our clients’ relationships with their drivers, and support the communities we live and work in unites us together as one force driving positive change.

The road to positive change starts inside Agero. In celebrating each other’s differences, we lift each other up and create space for innovation and community. Bringing our whole selves to work powers our commitment, drive, agility, and courage – ensuring we are not only changing the landscape of the driver services industry, we also are making a difference in the lives of our customers with each call, chat, and rescue.

THIS DESCRIPTION IS NOT INTENDED TO BE A COMPLETE STATEMENT OF JOB CONTENT, RATHER TO ACT AS A GUIDE TO THE ESSENTIAL FUNCTIONS PERFORMED. MANAGEMENT RETAINS THE DISCRETION TO ADD TO OR CHANGE THE DUTIES OF THE POSITION AT ANY TIME.

To review Agero’s privacy policy click the link: https://www.agero.com/privacy.

• Disclaimer: Agero is committed to creating a diverse and inclusive environment and encourages applications from all qualified candidates. Accommodation is available. Additionally, we offer accommodation for applicants with disabilities in our recruitment processes. If you require accommodation during the recruitment process, please contact recruiting@agero.com.
• Agero communicates with candidates via text for matters related to submitted applications, questions, and availability for interviews. If you prefer not to receive texts, you can contact Agero’s recruiting team directly at recruiting@agero.com.

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