Remote Response Associate, Roadside Assistance CSR

Agero•Virginia, Remote, VA

2d•Remote

About The Position

AGERO IS NOW HIRING FOR MULTIPLE UPCOMING REMOTE TRAINING CLASSES IN ROADSIDE ASSISTANCE! We are actively seeking Response Associates (Customer Service Representatives) to handle inbound calls within our Roadside Assistance department. As the first point of contact for customers experiencing vehicle breakdowns or emergencies, you will provide calm, empathetic support, dispatch service providers, and ensure every customer feels safe and supported. As a Response Associate, you serve as a lifeline for customers facing roadside emergencies such as flat tires, lockouts, dead batteries, and mechanical failures. Because customers often reach out feeling overwhelmed or unsafe, you will manage these high-stress situations with calm, empathetic guidance and consistent reassurance. You will coordinate directly with external providers to ensure the accurate and rapid dispatch of tow trucks and service vehicles. Your ability to make quick decisions under pressure directly impacts customer safety, satisfaction, and our reputation as a trusted roadside service provider.

Requirements

Must currently reside in Alabama, Arizona, Florida, Georgia, Mississippi, Tennessee, or Virginia.
1+ year of customer service experience, ideally in a fast-paced contact center. Reliable tenure, demonstrated career growth, and a background in remote work are strongly preferred. Experience in retail, fast-food, hospitality, administrative, or warehouse/production roles is highly transferable and valued.
A genuine passion for helping others with a proven track record in customer-facing support roles.
Proficient in Google Workspace (Docs, Sheets, Gmail) and skilled at navigating web-based systems to manage customer and vehicle information.
Ability to thrive in a virtual contact center, collaborating effectively via phone, email, chat, and Zoom.
Open availability for all shifts, including days, evenings, nights, weekends, and holidays - to support our customers during peak times.
Must successfully pass a criminal background screening.
Requires a dedicated, quiet workspace. You must provide your own equipment, including a compatible personal desktop or laptop, wired high-speed internet, a webcam, a cell phone, and a USB- headset.
Personal desktop or laptop (manufactured in 2020 or later).
Must be running a current, manufacturer-supported version of Windows 11 (version 24H2, 25H2, or newer).
Processor: Intel or AMD 2+ cores, minimum 3.5 GHz (boosted/turbo speed).
Memory & Storage: 8 GB RAM (or greater) and at least 20 GB of free space.
Peripherals: Webcam and a usb-wired headset.
Browser: Google Chrome (23+) or Mozilla Firefox (3+).
Internet: Secure, wired high-speed connection (no Wi-Fi). Min Download: 25 Mbps | Min Upload: 10 Mbps | Max Latency: 80ms–100ms.
An active cell phone capable of SMS text and app downloads for two-step authentication.
Applicants must be currently authorized to work in the United States on a full‑time basis. This position is not eligible for employer visa sponsorship now or in the future.

Nice To Haves

Reliable tenure, demonstrated career growth, and a background in remote work are strongly preferred.
Experience in retail, fast-food, hospitality, administrative, or warehouse/production roles is highly transferable and valued.

Responsibilities

Handle High-Volume Calls: Gather essential details regarding location and vehicle issues to dispatch assistance quickly.
Dispatch with Accuracy: Coordinate efficiently with 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.
Navigate Digital Tools: Utilize multiple web-based systems and dispatch tools 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

Medical, Dental, and Vision
401(k) with match
Paid Time Off
Tuition Reimbursement
Complimentary Roadside Assistance
Healthcare, dental, vision, disability, life insurance, and mental health benefits for associates and their families.
401(k) plan with company match and tuition assistance to support your future goals.
Flexible time off, paid sick leave, and ten paid holidays annually.
Accrual of up to 3 weeks Paid Time Off per year, paid sick leave, and ten paid holidays annually.
Parental planning benefits to assist associates through life’s milestones.