Remote Response Associate, Roadside Assistance (CSR)

Agero•Arizona, Remote, AZ

11d•Remote

About The Position

Agero is seeking Remote Response Associates to join their Roadside Assistance department. In this role, you will be the first point of contact for customers experiencing vehicle breakdowns, providing calm and empathetic guidance during stressful situations. You will gather details about their location and vehicle issues, dispatch assistance by coordinating with external service providers, and use digital tools to track service progress. The position requires strong problem-solving skills, the ability to multitask, and a commitment to customer service excellence in a remote, performance-driven environment.

Requirements

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 are highly valued.
Transferable skills from retail, fast-food, hospitality, administrative, or warehouse/production environments are also considered.
Must successfully pass a comprehensive criminal background screening (covering 10 years for misdemeanors and a lifetime check for felonies).
Must have a dedicated, quiet home office setup completely free from family, pet, or background noise.
Personal desktop or laptop manufactured in 2021 or later (Chromebooks, Macs, and tablets are not allowed).
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.
A working webcam and a high-quality USB-wired headset.
Google Chrome (version 23+) or Mozilla Firefox (version 3+).
Secure, hard-wired high-speed internet connection hooked directly into your router (modem) via an Ethernet cable (Wi-Fi is not allowed).
Minimum internet speeds: 25 Mbps download / 10 Mbps upload. Maximum latency up to 80ms–100ms.
An active cell phone capable of receiving SMS text messages and downloading security apps.
Must have full Administrator privileges to install tools.
Cannot use work-issued PCs or devices with strict security locks.
Unsupported devices include: MacBooks, iPads, iMacs, Chromebooks, Surface Pro/Go, Samsung Notebooks, or any machines built before 2020.
Incompatible connections include: Mobile hotspots, Wi-Fi, satellite internet, or USB phone tethering.
Banned software includes: Active VPNs, privacy/proxy services, or hosted/virtual PC platforms.
Unsupported OS: All versions of Windows 10 and older, expired versions of Windows 11.
Must currently physically reside in Alabama, Arizona, Florida, Georgia, Mississippi, Tennessee, or Virginia.
Must be currently authorized to work in the United States on a full-time basis.

Nice To Haves

Empathy in Action: Natural ability to genuinely understand what a stranded driver is going through.
Effective Communication & Listening: Actively listen to absorb critical details, ask the right questions, and probe for missing information.
Sound Judgment Under Pressure: Ability to keep a cool head, think clearly, and make smart, fast decisions during unpredictable events.
Problem-Solving & De-escalation: Bring a calm, professional attitude and a knack for turning stressful situations into positive experiences.
Multitasking Mastery: Comfortably talk to a stranded driver or tow provider while simultaneously typing detailed notes, navigating multiple screens, and pulling resources.
Service Excellence: Take total ownership of every call, focusing on the person behind the problem.
Tech Proficiency: Comfortable working with digital tools and fast-paced systems, navigating online databases, CRMs, and complex dispatch software.
Familiarity with AI tools.
Proficiency using Google Maps to pinpoint exact locations.
Fluent in Google Workspace (Gmail, Docs, Sheets, Chat).
Ability to type at least 30 WPM accurately.
Accountability & Reliability: Consistent commitment to a selected production schedule.
Adaptability and readiness to pivot due to business needs.
Dual monitors may be used if preferred.

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.