Remote WFH Response Associate, Roadside Assistance (CSR)

Agero•Arizona, Remote, AZ

5h•Remote

About The Position

Agero is hiring a remote Response Associate for its Roadside Assistance department. The associate is the first point of contact for motorists experiencing roadside emergencies, including flat tires, lockouts, dead batteries, fuel delivery needs, and towing after mechanical failures. The role handles real-time inbound calls, gathers information, arranges assistance, and guides customers through stressful situations with calm, empathetic communication. The associate coordinates with external service providers to dispatch appropriate help accurately and promptly, while using multiple web-based systems and dispatch tools to monitor service progress. The work takes place in a structured, performance-driven remote contact center and requires collaboration with colleagues and managers through Zoom and Google Chat. A dedicated, quiet home office and associate-provided equipment are required. The job is full-time, with production schedules that may include evenings, nights, weekends, and holidays; weekend availability and flexibility are required. New hires complete mandatory paid classroom training Monday through Friday, with full attendance required. Training length and schedule vary by start class. Production schedules are selected during the offer process, are static for the first 90 days after training, and may be requested for change after that milestone. The position is open to applicants physically residing in Alabama, Arizona, Florida, Georgia, Mississippi, Missouri, Tennessee, or Virginia. Starting base pay is $16.25 per hour, with possible shift differentials, incentive and attendance bonuses, and overtime based on business needs.

Requirements

At least 1 year of continuous customer service experience.
Currently physically reside in Alabama, Arizona, Florida, Georgia, Mississippi, Missouri, Tennessee, or Virginia.
Successfully pass a comprehensive criminal background screening, including a 10-year misdemeanor check and lifetime felony check.
Provide a dedicated, quiet home office free from family, pet, or background noise.
Provide personal work equipment; work-issued computers and devices owned by previous employers or schools cannot be used.
Use a personal desktop or laptop manufactured in 2021 or later; Chromebooks, Macs, tablets, Surface Pro/Go, Samsung Notebooks, and machines built before 2020 are incompatible.
Use a supported Windows 11 version 24H2, 25H2, or newer; Windows 10, older Windows versions, and expired Windows 11 versions are unsupported.
Have an Intel or AMD processor with at least 2 cores and a minimum 3.5 GHz boosted/turbo speed.
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 later, or Mozilla Firefox version 3 or later.
Have a secure, hard-wired high-speed internet connection connected directly to the router by Ethernet; Wi-Fi is not allowed while working.
Meet minimum internet speeds of 25 Mbps download and 10 Mbps upload, with latency up to 80–100 ms.
Have an active cell phone capable of receiving SMS messages and downloading security apps for mandatory two-step authentication.
Have full administrator privileges to install required tools.
Not use mobile hotspots, Wi-Fi, satellite internet, USB phone tethering, active VPNs, privacy/proxy services, or hosted/virtual PC platforms.
Attend all mandatory training sessions; training attendance is required Monday through Friday.
Commit consistently to a dedicated production schedule and be adaptable to changing call volumes, schedules, teams, and supervisors.
Be available to work weekends and holidays as required by the 24/7/365 operation.
Be authorized to work full-time in the United States; employer visa sponsorship is not available now or in the future.

Nice To Haves

Experience in a fast-paced contact center environment.
A steady work history, demonstrated career growth, and previous remote work experience.
Transferable experience from retail, fast food, hospitality, administrative, or warehouse/production environments.
Familiarity with AI tools, Google Maps, and Google Workspace (Gmail, Docs, Sheets, and Chat).
Ability to type at least 30 words per minute accurately while maintaining a live conversation.
Comfort with online databases, CRMs, and complex dispatch software.
Availability for evening, night, or weekend shifts, which may qualify for shift differentials.

Responsibilities

Handle high-volume inbound calls and gather essential details about motorists’ locations and vehicle problems.
Coordinate with external roadside service providers to dispatch appropriate assistance accurately and promptly.
Use active listening and empathy to de-escalate and support anxious or frustrated customers.
Navigate multiple web-based systems and dispatch tools simultaneously to track service progress and record information.
Provide clear guidance to customers about next steps and communicate instructions to roadside partners.
Take ownership of customer calls and callbacks and provide accurate, timely support.
Collaborate with peers and managers in a remote team environment using Zoom and Google Chat.
Participate in mandatory training and cross-functional training to broaden roadside support skills.

Benefits

Medical, dental, and vision insurance.
Disability and life insurance.
Mental health benefits.
401(k) plan with company match.
Tuition reimbursement or tuition assistance.
Paid time off, including up to three weeks annually for contact center roles.
Paid sick leave.
Ten paid holidays annually.
Parental planning benefits.
Monthly performance and attendance bonuses and other incentive programs.
Shift differentials for evening, night, and weekend work.
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.
Flexible time off.