Remote WFH Response Associate, Roadside Assistance (CSR)

Agero•Florida, Remote, FL

5h•Remote

About The Position

Agero is actively seeking Remote Response Associates to join our Roadside Assistance department, where you will help rescue stranded customers off the side of the road. When a vehicle breaks down, you are the driver's first point of contact. Taking real-time inbound calls from motorists across the U.S., you will be the calming voice that turns an unpredictable, highly stressful situation into a solved problem. You will provide a clear roadmap of what they can expect next, guiding them through an urgent and unplanned event. As a Remote Response Associate, you serve as a lifeline for customers facing roadside emergencies such as flat tires, lockouts, dead batteries, fuel deliveries, and towing due to mechanical failures. Because customers often reach out feeling overwhelmed or unsafe on the side of the road, in dark parking lots, or while traveling in unfamiliar areas, you will manage these high-stress situations with calm, empathetic guidance and consistent reassurance. Leading with a customer-first mindset, you will coordinate directly with external service providers to ensure the accurate and rapid dispatch of tow trucks and service vehicles. Your ability to stay calm and make quick decisions under pressure directly impacts customer safety, satisfaction, and our reputation for service excellence as a trusted, industry-leading roadside provider.

Requirements

Empathy in Action: You have a natural ability to genuinely understand what a stranded driver is going through. You can authentically connect with people, stay patient, validate their fears, and give them the real reassurance they need when they are stuck in a dark parking lot or on a busy highway.
Effective Communication & Listening: True communication starts with listening. You need to actively listen to absorb the critical details from a worried caller, ask the right questions, and probe for missing information. From there, you'll use a steady, confident voice to give clear directions to our roadside partners and explain the next steps to the customer so they feel completely guided.
Sound Judgment Under Pressure: You don’t fold when things get chaotic. You can keep a cool head, think clearly, and make smart, fast decisions during unpredictable events. You are comfortable thinking outside the box to solve problems safely, but you also have the awareness to know exactly when a situation needs to be escalated for extra help.
Problem-Solving & De-escalation: You bring a calm, professional attitude to every interaction. You have a knack for turning a stressful, negative situation into a smooth, positive experience by focused problem-solving.
Multitasking Mastery: You thrive in a fast-paced environment where no two calls are identical. You can comfortably talk to a stranded driver or a tow provider while simultaneously typing detailed notes, navigating multiple screens, and pulling resources from our system without breaking your focus.
Service Excellence: We leave no one stranded. You take total ownership of every single call and call-back. You don't just check a box or process a dispatch; you focus on the person behind the problem, ensuring both our customers and our roadside partners get high-quality, accurate, and timely support.
Tech Proficiency: You are comfortable working with digital tools and fast-paced systems. You can confidently navigate online databases, CRMs, and complex dispatch software all at once. You are familiar with and comfortable using AI tools, a pro at using Google Maps to pinpoint exact locations, fluent in Google Workspace (Gmail, Docs, Sheets, Chat), and can type at least 30 WPM accurately without breaking the flow of a live conversation.
Accountability & Reliability: Even in a remote environment, we hold our team to a high standard and operate a structured contact center with top-tier client expectations. select a dedicated production schedule with set days off. We require your consistent commitment to this schedule because a stranded driver is counting on you when you are on the clock. At the same time, due to the nature of our business, things move fast. Call volumes spike, schedules adjust, teams shift, and supervisors change - meaning you must be highly adaptable and ready to pivot.
Customer-Facing Experience: You bring 1+ years of continuous customer service experience, ideally in a fast-paced contact center environment. A steady work history, proven career growth, and previous remote experience are highly valued. We also love and look for transferable skills from retail, fast-food, hospitality, administrative, or warehouse/production environments!
Background Check: You must successfully pass a comprehensive criminal background screening (covering 10 years for misdemeanors and a lifetime check for felonies) to protect customer security and client integrity.
Workspace Needs: You must have a dedicated, quiet home office setup completely free from family, pet, or background noise. Associates are responsible for providing their own work equipment.
Remote Technology Requirements (BYOD): Your PC & Equipment Setup: 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). Important Note: Microsoft has discontinued support for older Windows 11 versions, so you must be updated to be eligible. 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 (used for training & company meetings) and a high-quality USB-wired headset. Dual monitors are not required, but may be used if preferred. Browser: Google Chrome (version 23+) or Mozilla Firefox (version 3+). Hardwired Internet: A secure, hard-wired high-speed connection hooked directly into your router (modem) via an Ethernet cable. Wi-Fi is absolutely not allowed while working. 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 for our mandatory two-step authentication process.
Work-Issued PCs: You must have full Administrator privileges to install our tools. Devices owned by previous employers and schools have strict security locks and cannot be used.
Incompatible Devices: MacBooks, iPads, iMacs, Chromebooks, Surface Pro/Go, Samsung Notebooks, or any machines built before 2020.
Incompatible Connections: Mobile hotspots, Wi-Fi, satellite internet, or USB phone tethering.
Banned Software: Active VPNs, privacy/proxy services, or hosted/virtual PC platforms.
Unsupported OS: All versions of Windows 10 and older, expired versions of Windows 11.

Nice To Haves

A 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!

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.