Remote Response Associate, Roadside Assistance (CSR)

About the Role

Agero is seeking Remote Response Associates to join our Roadside Assistance department, where you will help rescue stranded customers. As the first point of contact for drivers in need, you will provide calm, empathetic guidance and coordinate with service providers to ensure rapid assistance.

Responsibilities

• Handle high-volume inbound calls from motorists across the U.S., gathering essential details to dispatch assistance quickly.
• Coordinate with external service providers to ensure accurate and timely dispatch of tow trucks and service vehicles.
• De-escalate stressed or anxious customers, providing reassurance and clear guidance during roadside emergencies.
• Navigate multiple web-based systems and dispatch tools to track service progress.
• Collaborate with peers and managers in a virtual team environment using tools like Zoom and Google Chat.

Requirements

• Physically reside in Alabama, Arizona, Florida, Georgia, Mississippi, Tennessee, or Virginia.
• 1+ years of continuous customer service experience, preferably in a fast-paced contact center environment.
• Pass a comprehensive criminal background screening.
• Provide a dedicated, quiet home office setup with personal work equipment meeting specific technical requirements.

Qualifications

• Empathy and ability to connect with customers in high-stress situations.
• Effective communication and active listening skills.
• Sound judgment and problem-solving abilities under pressure.
• Multitasking proficiency in a fast-paced environment.
• Tech proficiency with digital tools, Google Workspace, and typing at least 30 WPM.

Skills

• Customer-first mindset with a focus on service excellence.
• Adaptability and reliability in a structured, performance-driven environment.
• Familiarity with AI tools and online databases.

Pay

• Base rate of $16.25 per hour.
• Shift differentials of $1.50 to $2.75 per hour for evenings, nights, and weekends.
• Monthly performance and attendance bonuses.
• Overtime opportunities and scheduled merit increases.

Benefits

• Medical, dental, and vision insurance options.
• 401(k) program with company match.
• Paid Time Off (PTO) and tuition reimbursement.
• Employee Assistance Program (EAP) and referral bonus program.
• Complimentary roadside assistance.

Schedule

• Full-time production schedule with set days off, selected during the job offer process.
• Mandatory paid training for the first two weeks, Monday–Friday, with 100% attendance required.