Remote WFH Response Associate, Roadside Assistance (CSR)

Agero•Missouri, Remote, MO

5h•Remote

About The Position

Agero is hiring full-time Remote Response Associates for its Roadside Assistance department. Associates take real-time inbound calls from motorists across the United States who need help with roadside emergencies, including flat tires, lockouts, dead batteries, fuel deliveries, and towing. They serve as the driver’s first point of contact, providing calm, empathetic guidance and explaining what to expect during stressful and sometimes unsafe situations. The role involves collecting accurate location and vehicle details, coordinating timely dispatch with external service providers, and supporting customers through to resolution. Associates use multiple web-based systems and dispatch tools while speaking with customers or providers, documenting calls, and tracking service progress. The position is remote and requires a dedicated, quiet home office and associate-provided equipment that meets Agero’s specified computer, software, and hardwired internet requirements. Applicants must reside in Alabama, Arizona, Florida, Georgia, Mississippi, Missouri, Tennessee, or Virginia. The department provides 24/7/365 coverage. Associates select a full-time production schedule during the offer process; schedules are set for the first 90 days after training, and weekend availability and holiday coverage are required. Paid classroom training is mandatory, with 100% attendance required. Training is generally Monday through Friday, and the duration and schedule depend on the selected start-date class. The advertised base rate is $16.25 per hour. Evening, night, and weekend shifts may include hourly differentials, and the posting also mentions performance and attendance bonuses, overtime opportunities based on business needs, and merit increases. Agero describes opportunities for online learning, mentorship, cross-training, and career advancement.

Requirements

At least one year of continuous customer service experience; fast-paced contact center experience is preferred.
Must currently physically reside in Alabama, Arizona, Florida, Georgia, Mississippi, Missouri, Tennessee, or Virginia.
Must successfully pass the specified criminal background screening.
Must provide a dedicated, quiet home office free from family, pet, or background noise.
Must provide personal work equipment meeting the posting’s requirements, including a desktop or laptop manufactured in 2021 or later, Windows 11 version 24H2, 25H2, or newer, an Intel or AMD processor with at least two cores and 3.5 GHz boosted/turbo speed, at least 8 GB RAM, and at least 20 GB free storage.
Must have a working webcam, high-quality USB-wired headset, and Google Chrome version 23 or later or Mozilla Firefox version 3 or later.
Must use a secure hardwired Ethernet connection directly to the router; Wi-Fi, mobile hotspots, satellite internet, and USB phone tethering are not permitted.
Internet connection must provide at least 25 Mbps download and 10 Mbps upload, with maximum latency of 80–100 ms.
Must have an active cell phone capable of receiving SMS messages and downloading security apps for two-step authentication.
Must not use an active VPN, privacy/proxy service, or hosted/virtual PC platform; work-issued computers and specified incompatible devices are not allowed.
Must be able to type at least 30 WPM accurately while maintaining a live conversation.
Must demonstrate empathy, effective communication and listening, sound judgment under pressure, problem-solving, de-escalation, multitasking, service ownership, technology proficiency, accountability, reliability, and adaptability.
Must commit to a selected production schedule; weekend availability and flexibility are required, and holiday coverage is part of the 24/7/365 operation.
Must attend all scheduled mandatory training sessions; the first two weeks of classroom training require 100% attendance.
Applicants must be authorized to work in the United States on a full-time basis; the position is not eligible for employer visa sponsorship.

Nice To Haves

Fast-paced contact center experience.
Previous remote work experience and a steady work history or demonstrated career growth.
Transferable experience from retail, fast food, hospitality, administrative, or warehouse/production environments.
Familiarity with AI tools, Google Maps, and Google Workspace, including Gmail, Docs, Sheets, and Chat.
Ability to use dual monitors, if preferred; they are not required.

Responsibilities

Handle high-volume inbound calls from stranded motorists and gather essential location and vehicle information.
Dispatch roadside assistance by coordinating accurately and efficiently with external service providers.
Use active listening and empathy to de-escalate and support anxious or frustrated customers.
Navigate multiple web-based systems and dispatch tools to track service progress and document information accurately.
Collaborate with peers and managers in a remote team environment using tools such as Zoom and Google Chat.
Take ownership of calls and callbacks, providing timely and accurate support to customers and roadside partners.
Attend mandatory training and participate in cross-functional training and skill-building opportunities.

Benefits

Medical/healthcare insurance options
Dental insurance
Vision insurance
Disability insurance
Life insurance
Mental health benefits and Employee Assistance Program
401(k) plan with company match
Paid time off, including up to three weeks per year for contact center roles
Paid sick leave
Ten paid holidays annually
Tuition reimbursement or assistance
Parental planning benefits
Performance and attendance bonuses and other incentive programs
Shift differentials for evening, night, and weekend shifts
Overtime opportunities based on business needs
Scheduled merit increases
Referral bonus program
Complimentary roadside assistance
Online skill-building courses, professional mentorship, and cross-training opportunities