Remote Response Associate, Roadside Assistance (CSR)

Agero•Missouri, Remote, MO

10d•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 a calming presence and clear guidance during stressful situations. You will handle inbound calls from motorists across the U.S., coordinating with external service providers to dispatch assistance such as tow trucks and service vehicles. The position requires managing high-stress situations with empathy, coordinating dispatches accurately, and utilizing digital tools to track service progress. As a Remote Response Associate, you will be a lifeline for customers facing issues like flat tires, lockouts, dead batteries, fuel deliveries, and towing.

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.
Must currently physically reside in Alabama, Arizona, Florida, Georgia, Mississippi, Missouri, Tennessee, or Virginia.
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.
Computer: A personal desktop or laptop manufactured in 2021 or later. Chromebooks, Macs, and tablets are not allowed.
Operating System: A 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.
Peripherals: A working webcam and a high-quality USB-wired headset.
Browser: Google Chrome (version 23+) or Mozilla Firefox (version 3+).
Hardwired Internet: A secure, high-speed connection hooked directly into your router (modem) via an Ethernet cable. Wi-Fi is not allowed.
Required Internet Speeds: Minimum 25 Mbps download / 10 Mbps upload. Maximum latency up to 80ms–100ms.
Mobile Device: An active cell phone capable of receiving SMS text messages and downloading security apps.
Must have full Administrator privileges to install necessary tools.
Applicants must be currently authorized to work in the United States on a full-time basis.
Typing speed of at least 30 WPM accurately.

Nice To Haves

Transferable skills from retail, fast-food, hospitality, administrative, or warehouse/production environments.
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.

Benefits

Base rate of $16.25 per hour.
Premium shift differentials & incentives ($1.50 to $2.75 per hour for evenings, nights, and weekends).
Monthly performance and attendance bonuses.
Regular overtime opportunities.
Scheduled raises through merit increases.
Medical, dental, and vision insurance options.
401(k) program with a company match.
Paid Time Off (PTO) - accrual of up to 3 weeks per year for contact center roles.
Tuition reimbursement.
Employee Assistance Program (EAP).
Referral bonus program.
Complimentary roadside assistance.
Online skill-building courses.
Professional mentorship.
Cross-training programs.
Paid sick leave.
Ten paid holidays annually.
Parental planning benefits.