Remote Response Associate, Roadside Assistance

Agero

3h•Remote

About The Position

Agero’s mission is to rethink the vehicle ownership experience through a powerful combination of passionate people and data-driven technology, strengthening our clients’ relationships with their customers. As the #1 B2B, white-label provider of digital driver assistance services, we’re pushing the industry in a new direction, taking manual processes, and redefining them as digital, transparent, and connected. This includes: an industry-leading dispatch management platform powered by Swoop; comprehensive accident management services; knowledgeable consumer affairs and connected vehicle capabilities; and a growing marketplace of services, discounts and support enabled by a robust partner ecosystem. The company has over 150 million vehicle coverage points in partnership with leading automobile manufacturers, insurance carriers and many others. Managing one of the largest national networks of service providers, Agero responds to approximately 12 million service events annually. Agero, a member company of The Cross Country Group, is headquartered in Medford, Mass., with operations throughout North America. Agero is actively seeking Response Associates (Customer Service Representatives) to handle inbound calls within their 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 Agero's reputation as a trusted roadside service provider.

Requirements

Empathy in Action: You have a natural ability to connect with customers, validate their feelings, and provide genuine reassurance during stressful situations.
Effective Two-Way Communication: Strong active listening skills paired with the ability to provide clear, concise explanations for updates and solutions.
Sound Judgment Under Pressure: The ability to stay composed and make fast, informed decisions during roadside emergencies.
Multitasking Mastery: Highly organized and capable of managing calls, dispatch requests, and multiple systems simultaneously. You can comfortably speak with customers or providers while typing detailed notes and navigating multiple screens.
Problem-Solving & De-escalation: A patient and professional approach to resolving customer concerns, with a talent for turning a difficult situation into a positive experience.
Computer & Technical Proficiency: Skilled at navigating digital tools and dispatch software with confidence. You are comfortable using Google Workspace (Gmail, Docs, Sheets) and can type at least 30 wpm accurately.
Location: Must currently reside in Alabama, Arizona, Florida, Georgia, Mississippi, Tennessee, or Virginia.
Experience: 1+ year of customer service experience, ideally in a fast-paced contact center.
Customer Focus: A genuine passion for helping others with a proven track record in customer-facing support roles.
Technical Skills: Proficient in Google Workspace (Docs, Sheets, Gmail) and skilled at navigating web-based systems to manage customer and vehicle information.
Remote Readiness: Ability to thrive in a virtual contact center, collaborating effectively via phone, email, chat, and Zoom.
Flexibility: Open availability for all shifts, including days, evenings, nights, weekends, and holidays - to support our customers during peak times.
Background Check: Must successfully pass a criminal background screening.
Home Office (BYOD): 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.
Computer: Personal desktop or laptop (manufactured in 2020 or later).
Operating System: 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.
Mobile Device: An active cell phone capable of SMS text and app downloads for two-step authentication.
Must have full Administrator privileges on your computer.
Must be on a supported Windows OS version 11 24H2 or 25H2 (or newer).

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 benefits
Dental insurance
Vision insurance
401(k) with company match
Paid Time Off (up to 3 weeks per year)
Tuition Reimbursement
Complimentary Roadside Assistance
Opportunity to earn monthly performance and attendance bonuses
Shift differentials for working evenings, nights, overnights, and weekends ($1.75 to $2.50 per hour)
Access to online skill-building courses
Mentorship programs
Cross-training programs
Healthcare for associates and their families
Disability insurance
Life insurance
Mental health benefits for associates and their families
Flexible time off
Paid sick leave
Ten paid holidays annually
Parental planning benefits
Bonus/Incentive Programs