Remote Response Associate, Roadside Assistance (CSR)

About the role

As a Remote Response Associate in Agero’s Roadside Assistance department, you will be the first point of contact for stranded motorists across the U.S., handling real‑time inbound calls for emergencies such as flat tires, lockouts, dead batteries, fuel deliveries, and towing. You will provide calm, empathetic guidance, coordinate with external service providers to dispatch the right help quickly, and use multiple web‑based systems to track service progress while working in a performance‑driven remote environment.

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 & 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

• Location: Must currently physically reside in Alabama, Arizona, Florida, Georgia, Mississippi, Tennessee, or Virginia.
• Experience: 1+ years of continuous customer service experience, ideally in a fast‑paced contact center environment; steady work history, proven career growth, and previous remote experience highly valued; transferable skills from retail, fast‑food, hospitality, administrative, or warehouse/production environments welcome.
• Background Check: Must successfully pass a comprehensive criminal background screening (10‑year misdemeanor check, lifetime felony check).
• Workspace Needs: Dedicated, quiet home office setup completely free from family, pet, or background noise; responsible for providing own work equipment.
• Remote Technology Requirements (BYOD):
  • Computer: Personal desktop or laptop manufactured in 2021 or later (Chromebooks, Macs, tablets not allowed).
  • Operating System: 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 free hard‑drive space.
  • Peripherals: Working webcam (for training & meetings) and high‑quality USB‑wired headset; dual monitors optional.
  • Browser: Google Chrome (version 23+) or Mozilla Firefox (version 3+).
  • Internet: Secure, hard‑wired high‑speed connection via Ethernet cable (Wi‑Fi not allowed); minimum 25 Mbps download / 10 Mbps upload; maximum latency 80‑100 ms.
  • Mobile Device: Active cell phone capable of receiving SMS and downloading security apps for mandatory two‑step authentication.
• Incompatible Setups: Work‑issued PCs, MacBooks, iPads, iMacs, Chromebooks, Surface Pro/Go, Samsung Notebooks, machines built before 2020; mobile hotspots, Wi‑Fi, satellite internet, USB phone tethering; active VPNs, privacy/proxy services, hosted/virtual PC platforms; unsupported OS (all Windows 10 and older, expired Windows 11 versions).

Skills

• Empathy in Action: Naturally understand what a stranded driver is experiencing; connect authentically, stay patient, validate fears, provide genuine reassurance.
• Effective Communication & Listening: Actively listen to absorb critical details, ask the right questions, probe for missing information; use a steady, confident voice to give clear directions to roadside partners and explain next steps to customers.
• Sound Judgment Under Pressure: Keep a cool head, think clearly, make smart, fast decisions during unpredictable events; know when to escalate for extra help.
• Problem‑Solving & De‑escalation: Bring a calm, professional attitude to turn stressful situations into smooth, positive experiences through focused problem‑solving.
• Multitasking Mastery: Thrive in a fast‑paced environment where no two calls are identical; comfortably talk to a driver or tow provider while typing detailed notes, navigating multiple screens, and pulling resources from systems without losing focus.
• Service Excellence: Take total ownership of every call and call‑back; focus on the person behind the problem to ensure high‑quality, accurate, timely support for customers and roadside partners.
• Tech Proficiency: Comfortable with digital tools and fast‑paced systems; navigate online databases, CRMs, complex dispatch software; familiar with AI tools, proficient with Google Maps for pinpointing locations, fluent in Google Workspace (Gmail, Docs, Sheets, Chat); type ≥30 WPM accurately without breaking conversation flow.
• Accountability & Reliability: Maintain a dedicated production schedule with set days off; adapt quickly to call‑volume spikes, schedule adjustments, team shifts, and supervisor changes.

Pay

Base rate: $16.25 per hour. Shift differentials: extra $1.50–$2.75 per hour for evenings, nights, and weekends. Monthly performance and attendance bonuses available. Overtime opportunities based on business needs. Scheduled raises through merit increases.

Benefits

• Medical, dental, and vision insurance options.
• 401(k) program with company match.
• Paid Time Off (PTO).