Roadside Intake Agent

What You'll Do

• Communicate effectively while maintaining a calm presence answering incoming calls from members requesting roadside assistance
• Collect, assimilate and verify key details to be able to relay the appropriate information to the dispatch teams to aid the member
• Input and work with various systems to document information accurately and efficiently
• Ensure that the appropriate roadside plan and coverage information is applied for resolution with the case
• Be able to identify complex situations and escalate to a lead or supervisors as necessary
• Maintain confidentiality and comply with company policies and procedures
• Manage the call efficiently to maintain call metrics and quality scores to fulfill the company's customer experience expectations

What You'll Need To Have For The Role

• A high school diploma or equivalent
• Previous customer service experience, preferably in a fast-paced environment
• Strong communication and problem-solving skills
• Ability to stay calm under pressure and manage multiple tasks simultaneously
• Attention to detail and accuracy in data entry
• Basic computer skills and ability to navigate call center software
• Call center setting with the expectation of answering multiple calls throughout the shift
• May require occasional weekend or holiday shifts

Reports to

Roadside Contact Experience Supervisor

General Compensation Disclosure

• Pay Range: $14.00-$17.02 hourly
• Benefits: Includes Paid Time Off, 401(k), an Employee Assistance Program, Good Sam Roadside Assistance, discounts, paid parental leave (if eligibility is met), Tuition Reimbursement (if eligibility is met), and on the job training opportunities.

Equal Employment Opportunity

We are an equal employment opportunity employer. The Company's policy is not to discriminate against any applicant or employee based on race, color, sex, sexual orientation, gender identity, religion, national origin, age (40 and over), disability, veteran or uniformed service-member status, genetic information, or any other basis protected by applicable federal, state, or local laws.