Remote WFH Response Associate, Roadside Assistance (CSR)

Agero•Alabama, Remote, AL

6h•Remote

About The Position

Agero is hiring a full-time, remote Response Associate for its Roadside Assistance department. The associate is the first point of contact for motorists calling from roadside emergencies, including flat tires, lockouts, dead batteries, fuel deliveries, and towing needs. The role involves guiding customers through stressful situations, collecting accurate information, dispatching appropriate assistance, and explaining what to expect next. Associates handle high-volume inbound calls and coordinate with external service providers while using multiple web-based systems and dispatch tools. The work is performed from a dedicated, quiet home office in one of the listed states, using the associate’s own equipment and a hardwired internet connection. The position requires reliable attendance, a consistent production schedule, and flexibility as business needs change. Production schedules include shifts across a 24/7 operation, with weekend availability and holiday coverage required for most full-time schedules. Paid training is mandatory, with 100% attendance required during training. The posting lists October 26, November 9, and December 7, 2026 start dates, with training schedules varying by class. Applicants must be authorized to work full-time in the United States; employer visa sponsorship is not available.

Requirements

Currently physically reside in Alabama, Arizona, Florida, Georgia, Mississippi, Missouri, Tennessee, or Virginia.
At least 1 year of continuous customer service experience.
Successfully pass the required criminal background screening, including a 10-year misdemeanor check and lifetime felony check.
Have a dedicated, quiet home office free from family, pet, and background noise.
Provide personal work equipment and have full administrator privileges on the computer.
Use a personal desktop or laptop manufactured in 2021 or later; Chromebooks, Macs, tablets, Surface Pro/Go devices, Samsung Notebooks, and employer- or school-owned locked devices are not accepted.
Use a supported version of Windows 11, specifically version 24H2, 25H2, or newer; Windows 10 and expired Windows 11 versions are not supported.
Have an Intel or AMD processor with at least 2 cores and a minimum boosted/turbo speed of 3.5 GHz.
Have at least 8 GB RAM and 20 GB of free hard-drive space.
Have a working webcam and a high-quality USB-wired headset.
Use Google Chrome version 23 or newer, or Mozilla Firefox version 3 or newer.
Have a secure, hardwired Ethernet connection to the router, with at least 25 Mbps download and 10 Mbps upload speed and latency no greater than 80–100 ms; Wi-Fi is not allowed while working.
Have an active cell phone capable of receiving SMS messages and downloading security apps for two-step authentication.
Not use mobile hotspots, Wi-Fi, satellite internet, USB phone tethering, active VPNs, privacy/proxy services, or hosted/virtual PC platforms.
Type at least 30 WPM accurately while maintaining a live conversation.
Demonstrate empathy, active listening, clear communication, sound judgment under pressure, problem-solving, de-escalation, multitasking, accountability, reliability, and adaptability.
Commit to the selected production schedule and required weekend availability; most full-time schedules include at least one weekend day and holiday coverage.
Attend all required training sessions; training attendance is mandatory and schedules cannot be modified.
Be currently authorized to work in the United States on a full-time basis; the role is not eligible for employer visa sponsorship.

Nice To Haves

Experience in a fast-paced contact center environment.
A steady work history, demonstrated career growth, and prior remote-work experience.
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.

Responsibilities

Handle high-volume inbound calls from stranded motorists and gather essential location and vehicle-issue details.
Dispatch roadside assistance quickly and accurately by coordinating with external service providers.
Use active listening, empathy, and reassurance to support customers and de-escalate stressful interactions.
Explain next steps clearly to customers and provide directions or information to roadside partners.
Navigate multiple web-based systems and dispatch tools simultaneously to track service progress and document calls.
Take ownership of calls and callbacks and provide accurate, timely support to customers and roadside partners.
Collaborate with peers and managers in a virtual, performance-driven team using Zoom and Google Chat.
Attend mandatory training and participate in cross-functional training and skill-building opportunities.

Benefits

Medical, dental, and vision insurance.
Disability and life insurance.
Mental health benefits and an Employee Assistance Program.
401(k) plan with company match.
Tuition reimbursement or tuition assistance.
Paid time off, including up to 3 weeks of PTO per year for contact center roles.
Paid sick leave.
Ten paid holidays annually.
Parental planning benefits.
Monthly performance and attendance bonuses and other bonus/incentive programs.
Shift differentials of $1.50 to $2.75 per hour for eligible 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 programs.