Remote Response Associate, Roadside Assistance (CSR)

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

• 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: Keep a cool head, 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 manage live conversations while navigating multiple screens and systems.
• Service Excellence: Take ownership of every call, ensuring high-quality, accurate, and timely support for customers and roadside partners.
• Tech Proficiency: Comfortably navigate online databases, CRMs, dispatch software, Google Maps, and Google Workspace (Gmail, Docs, Sheets, Chat). Type at least 30 WPM accurately.
• Accountability & Reliability: Commit to a dedicated production schedule 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: Windows 11 (version 24H2, 25H2, or newer). Older versions, including Windows 10, are not supported.
• 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+).
• Internet Connection: A secure, hard-wired high-speed connection via Ethernet cable (Wi-Fi is not allowed). Minimum speeds: 25 Mbps download / 10 Mbps upload. Maximum latency: 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:

• Work-issued PCs (must have full Administrator privileges).
• Incompatible devices: MacBooks, iPads, iMacs, Chromebooks, Surface Pro/Go, Samsung Notebooks, or 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.

Pay

• Base rate: $16.25 per hour.
• Shift differentials: Extra $1.50 to $2.75 per hour for evenings, nights, and weekends.
• Incentives: Monthly performance and attendance bonuses, overtime opportunities, and scheduled raises through merit increases.

Benefits

• Medical, dental, and vision insurance options.
• 401(k) program with company match.
• Paid Time Off (PTO).
• Tuition reimbursement.
• Employee Assistance Program (EAP).
• Referral bonus program.
• Complimentary roadside assistance.
• Online skill-building courses, professional mentorship, and cross-training programs for career growth.

Schedule

• Start Date: August 31, 2026.
• Mandatory Paid Training: 100% attendance required for the first two weeks (Monday–Friday). Schedules cannot be modified during this period.
• Production Schedule: Full-time shifts selected on a first-come, first-served basis during the job offer process. The Roadside Assistance department operates 24/7.