Remote - Response Associate, Roadside Assistance Customer Service Representative

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Requirements:

• Empathy in Action: Ability to connect with customers, show understanding, and provide reassurance during stressful situations.
• Effective Two-Way Communication: Strong listening skills and the ability to clearly explain solutions and updates to customers.
• Sound Judgment Under Pressure: Quick decision-making skills to assess situations and determine the best course of action.
• Multi-Tasking Mastery: Ability to handle multiple customer interactions, navigate different systems, and manage dispatch requests efficiently.
• Strong Problem-Solving & De-Escalation Skills: Address customer concerns with patience and professionalism while finding effective resolutions.
• Computer & Technical Proficiency: Comfort navigating multiple digital tools and dispatch software to provide accurate and timely assistance.
• Genuine passion for helping others, supported by previous experience in customer-facing or support roles.
• Experience in customer service, sales, or technical support, preferably in a fast-paced environment. Contact center experience is a plus.
• Comfortable handling high-volume calls in a structured, metrics-based environment with a focus on meeting and exceeding customer satisfaction goals.
• Self-motivated and able to work independently in a remote setting.
• Familiarity with Google Workspace (Docs, Sheets, Gmail) and web-based CRM systems.
• Must be able to successfully pass a criminal background check.
• Has compatible remote technology, including a home computer, secure high-speed internet, webcam, in-service cell phone, and wired headset.

Responsibilities:

• Handle a high volume of inbound calls, gathering essential details such as the customer’s location and vehicle issues to provide prompt and reliable assistance, ensuring customers receive the help they need when they need it most.
• Quickly and accurately dispatch the appropriate roadside assistance services, providing regular updates and ensuring customers feel informed, supported, and cared for every step of the way.
• Calmly de-escalate frustrated customers by actively listening to their concerns, validating their feelings, and offering clear, empathetic solutions to resolve the situation and get them safely back on the road.
• Efficiently navigate multiple computer systems to ensure seamless and accurate coordination of services, providing timely assistance to customers.
• Excel in a fast-paced, metrics-driven remote environment, where consistent attendance, high performance, exceptional customer service, and continuous learning are valued and recognized and rewarded.