Remote Response Associate, Roadside Assistance

AgeroRoadside Assistance

Alabama, Arizona, Florida, Georgia, Mississippi, Tennessee, or Virginia, ESTFull-TimeMiddle

Salary not disclosed

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Job Details

Experience: 1+ year
Required Skills: Google SheetsGoogle Workspace

Requirements

Empathy in Action: Natural ability to connect with customers, validate their feelings, and provide genuine reassurance.
Effective Two-Way Communication: Strong active listening skills and ability to provide clear, concise explanations.
Sound Judgment Under Pressure: Ability to stay composed and make fast, informed decisions during emergencies.
Multitasking Mastery: Highly organized and capable of managing calls, dispatch requests, and multiple systems simultaneously.
Problem-Solving & De-escalation: Patient and professional approach to resolving customer concerns.
Computer & Technical Proficiency: Skilled at navigating digital tools and dispatch software with confidence; comfortable using Google Workspace (Gmail, Docs, Sheets) and typing at least 30 wpm accurately.
1+ year of customer service experience, ideally in a fast-paced contact center.
Reliable tenure and demonstrated career growth.
Background in remote work is strongly preferred.
Experience in retail, fast-food, hospitality, administrative, or warehouse/production roles is highly transferable.
Genuine passion for helping others with a proven track record in customer-facing support roles.
Ability to thrive in a virtual contact center, collaborating effectively via phone, email, chat, and Zoom.
Open availability for all shifts, including days, evenings, nights, weekends, and holidays.
Must successfully pass a criminal background screening.
Must provide own equipment: compatible personal desktop or laptop (manufactured in 2020 or later), wired high-speed internet (min Download: 25 Mbps | min Upload: 10 Mbps | max Latency: 80ms–100ms), webcam, cell phone, and a USB-headset.
Operating System: current, manufacturer-supported version of Windows 11 (version 24H2, 25H2, or newer).
Processor: Intel or AMD 2+ cores, minimum 3.5 GHz (boosted/turbo speed).
Memory & Storage: 8 GB RAM (or greater) and at least 20 GB of free space.
Browser: Google Chrome (23+) or Mozilla Firefox (3+).

Responsibilities

Handle High-Volume Calls: Gather essential details regarding location and vehicle issues to dispatch assistance quickly.
Dispatch with Accuracy: Coordinate efficiently with service providers to ensure the right help arrives at the right time.
De-escalate & Support: Use active listening and empathy to calm frustrated or anxious customers.
Navigate Digital Tools: Utilize multiple web-based systems and dispatch tools to track service progress accurately.
Excel in a Virtual Team: Thrive in a performance-driven remote environment, collaborating with peers and managers via Zoom and Google Chat.

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