Remote Response Associate, Roadside Assistance (CSR)

Agero, Inc. · Danville, VA · 1 mo ago

RemoteRemoteOTHR$16.25/hrFull-time

About Agero

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
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 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.

For our technical positions, we love to get you started in person! You may be required to travel to Medford for your initial onboarding. Don't worry about the logistics—once you're hired, we handle all travel arrangements and expenses for you.

About the Role

As a Remote Response Associate, you serve as a lifeline for customers facing roadside emergencies such as flat tires, lockouts, dead batteries, fuel deliveries, and towing due to mechanical failures. Because customers often reach out feeling overwhelmed or unsafe on the side of the road, in dark parking lots, or while traveling in unfamiliar areas, you will manage these high-stress situations with calm, empathetic guidance and consistent reassurance.

Leading with a customer-first mindset, you will coordinate directly with external service providers to ensure the accurate and rapid dispatch of tow trucks and service vehicles. Your ability to stay calm and make quick decisions under pressure directly impacts customer safety, satisfaction, and our reputation for service excellence as a trusted, industry-leading roadside provider.

Responsibilities

Handle high-volume calls: Gather essential details regarding location and vehicle issues to dispatch assistance quickly for stranded motorists in real-time.
Dispatch with accuracy: Coordinate efficiently with external service providers to ensure the right help arrives at the right time.
De-escalate and support: Use active listening and empathy to calm frustrated or anxious customers, navigating heightened emotions during uncertain situations.
Navigate digital tools: Utilize multiple web-based systems and dispatch tools simultaneously 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.

Requirements

You must currently physically reside in Alabama, Arizona, Florida, Georgia, Mississippi, Tennessee, or Virginia.
1+ years of continuous customer service experience, ideally in a fast-paced contact center environment. Transferable skills from retail, fast-food, hospitality, administrative, or warehouse/production environments are valued.
Successfully pass a comprehensive criminal background screening (covering 10 years for misdemeanors and a lifetime check for felonies).
A dedicated, quiet home office setup free from family, pet, or background noise.

Skills & Qualifications

Empathy in Action: Genuinely understand what a stranded driver is going through, connect authentically, and provide reassurance.
Effective Communication & Listening: Actively listen to absorb critical details, ask the right questions, and provide clear directions.
Sound Judgment Under Pressure: Stay calm, think clearly, and make smart, fast decisions during unpredictable events.
Problem-Solving & De-escalation: Turn stressful situations into smooth, positive experiences through focused problem-solving.
Multitasking Mastery: Comfortably handle multiple tasks simultaneously, such as talking to a stranded driver while navigating systems and typing notes.
Service Excellence: Take ownership of every call, ensuring high-quality, accurate, and timely support for customers and roadside partners.
Tech Proficiency: Comfortable with digital tools, including online databases, CRMs, dispatch software, Google Maps, Google Workspace, and typing at least 30 WPM accurately.
Accountability & Reliability: Commit to a dedicated production schedule with set days off and adapt to fast-paced changes in call volumes and team structures.

Remote Technology Requirements

To ensure you can support stranded drivers without technical lag, your home office setup must meet these exact specifications. We will verify your system using the Harver System Checker during the application process.

Computer: A personal desktop or laptop manufactured in 2021 or later. Chromebooks, Macs, and tablets are not allowed.
Operating System: A current, supported version of Windows 11 (specifically version 24H2, 25H2, or newer).
Processor: Intel or AMD with 2+ cores, minimum 3.5 GHz (boosted/turbo speed).
Memory & Storage: Minimum 8 GB RAM and at least 20 GB of free hard drive space.
Peripherals: A working webcam and a high-quality USB-wired headset. Dual monitors are optional.
Browser: Google Chrome (version 23+) or Mozilla Firefox (version 3+).
Hardwired Internet: A secure, high-speed connection via Ethernet cable (Wi-Fi is not allowed).
Internet Speeds: Minimum 25 Mbps download / 10 Mbps upload. Maximum latency up to 80ms–100ms.
Mobile Device: An active cell phone capable of receiving SMS text messages and downloading security apps for two-step authentication.

What Will NOT Work (Incompatible Setups):

Work-issued PCs (must have full Administrator privileges).
Incompatible devices: MacBooks, iPads, iMacs, Chromebooks, Surface Pro/Go, Samsung Notebooks, or any machines built before 2020.
Incompatible connections: Mobile hotspots, Wi-Fi, satellite internet, or USB phone tethering.
Banned software: Active VPNs, privacy/proxy services, or hosted/virtual PC platforms.
Unsupported OS: All versions of Windows 10 and older, expired versions of Windows 11.

Pay & Benefits

Solid Starting Pay: $16.25 per hour.
Premium Shift Differentials & Incentives: Earn an extra $1.50 to $2.75 per hour for evenings, nights, and weekends, plus monthly performance and attendance bonuses, overtime opportunities, and scheduled raises.
Comprehensive Benefits Package: Medical, dental, and vision insurance; 401(k) with company match; Paid Time Off (PTO); tuition reimbursement; Employee Assistance Program (EAP); referral bonus program; complimentary roadside assistance, and more.
Career Growth: Access to online skill-building courses, professional mentorship, and cross-training programs to advance your career at Agero.

Training & Schedule

Upcoming Start Date: August 31, 2026.
Mandatory Paid Training: 100% attendance required for the first two weeks of classroom training (Monday–Friday). Schedules cannot be modified during this period.
Selecting Your Shift: Choose your full-time production schedule during the job offer process on a first-come, first-served basis. The Roadside Assistance department operates 24/7.