Remote Response Associate, Roadside Assistance (CSR)

Agero•Alabama, Remote, AL

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 essential details, dispatch external service providers, and utilize digital tools to ensure accurate and rapid assistance. 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).
Intel or AMD processor with 2+ cores, minimum 3.5 GHz (boosted/turbo speed).
Minimum 8 GB RAM and at least 20 GB of free hard drive space.
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 25 Mbps download / 10 Mbps upload internet speeds.
Maximum latency up to 80ms–100ms.
Active cell phone capable of receiving SMS text messages and downloading security apps.
Must have full Administrator privileges to install tools (work-issued PCs are not allowed).
Must be comfortable using AI tools.
Proficient in using Google Maps to pinpoint exact locations.
Fluent in Google Workspace (Gmail, Docs, Sheets, Chat).
Ability to type at least 30 WPM accurately.
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

Previous remote experience.
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.