Remote WFH Response Associate, Roadside Assistance (CSR)

Agero•Mississippi Remote, MS

5h•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 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 location and vehicle information, dispatches appropriate assistance, and guides customers through stressful and potentially unsafe situations with calm, empathetic communication. Associates coordinate with external roadside service providers, track service progress using multiple web-based systems, and take ownership of calls and callbacks to provide accurate and timely support. The position operates in a structured, performance-driven virtual contact center and requires collaboration with peers and managers through Zoom and Google Chat. Production schedules are full-time and assigned during the offer process; the department operates 24/7/365, so weekend and holiday availability is required. Schedules are static for the first 90 days after training, after which associates may request changes and participate in semi-annual shift bids. This is a work-from-home, bring-your-own-device role for candidates who physically reside in Alabama, Arizona, Florida, Georgia, Mississippi, Missouri, Tennessee, or Virginia. The associate must provide a quiet, dedicated home office and compliant computer, peripherals, hardwired internet connection, and mobile phone. Paid classroom training is mandatory, with 100% attendance required during the training period. Listed start dates are October 26, November 9, and December 7, 2026; schedules and training duration vary by class and business needs. The October 26 class is currently full. The position pays a base rate of $16.25 per hour, with shift differentials for eligible evenings, nights, and weekends, potential monthly performance and attendance bonuses, and overtime opportunities based on business needs.

Requirements

At least 1 year of continuous customer service experience; fast-paced contact center experience is preferred.
Must physically reside in Alabama, Arizona, Florida, Georgia, Mississippi, Missouri, Tennessee, or Virginia.
Must pass a comprehensive criminal background screening, covering 10 years for misdemeanors and a lifetime check for felonies.
Must provide a dedicated, quiet home office free from family, pet, and background noise.
Must provide a personal desktop or laptop manufactured in 2021 or later, with full administrator privileges; Chromebooks, Macs, tablets, Surface Pro/Go, Samsung Notebooks, and employer- or school-managed devices are not accepted.
Must use a supported, current Windows 11 version (24H2, 25H2, or newer); Windows 10, older Windows versions, and expired Windows 11 versions are not supported.
Computer must have an Intel or AMD processor with at least 2 cores and 3.5 GHz boosted/turbo speed, at least 8 GB RAM, and at least 20 GB of free storage.
Must have a working webcam and a high-quality USB-wired headset.
Must use Google Chrome version 23 or later or Mozilla Firefox version 3 or later.
Must have a secure, hardwired high-speed internet connection connected directly to the router by Ethernet; Wi-Fi, mobile hotspots, satellite internet, and USB phone tethering are not allowed.
Internet speed must be 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.
Active VPNs, privacy/proxy services, and hosted or virtual PC platforms are not permitted.
Must be comfortable using digital systems, online databases, CRMs, dispatch software, AI tools, Google Maps, and Google Workspace.
Must type at least 30 WPM accurately while maintaining a live conversation.
Must demonstrate empathy, active listening, clear communication, sound judgment under pressure, problem-solving, de-escalation, multitasking, service ownership, accountability, reliability, and adaptability.
Must commit consistently to a dedicated production schedule with set days off; weekend availability and flexibility are required, and most full-time schedules include at least one weekend day and holiday coverage.
Must attend all mandatory training sessions; training attendance is required Monday through Friday during the scheduled training period.
Applicants must be authorized to work in the United States on a full-time basis; employer visa sponsorship is not available now or in the future.

Nice To Haves

Fast-paced contact center experience.
Steady work history, demonstrated career growth, and previous remote-work experience.
Transferable experience from retail, fast food, hospitality, administrative, warehouse, or production environments.
Dual monitors may be used if preferred, but are not required.

Responsibilities

Handle high-volume inbound calls from stranded motorists and gather essential information about their location and vehicle issue.
Coordinate with external service providers to dispatch the appropriate roadside assistance accurately and promptly.
Use active listening, empathy, and reassurance to support and de-escalate anxious or frustrated customers.
Explain next steps clearly to customers and provide directions or accurate information to roadside partners.
Use multiple web-based systems and dispatch tools simultaneously to record details and track service progress.
Take ownership of calls and callbacks and ensure customers and roadside partners receive accurate, timely support.
Collaborate with peers and managers in a remote team environment using Zoom and Google Chat.
Attend mandatory paid training and participate in cross-functional training to broaden roadside-support skills.