Remote Response Associate, Roadside Assistance

New

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 during stressful situations.
Effective Two-Way Communication: Strong active listening skills paired with the ability to provide clear, concise explanations for updates and solutions.
Sound Judgment Under Pressure: The ability to stay composed and make fast, informed decisions during roadside emergencies.
Multitasking Mastery: Highly organized and capable of managing calls, dispatch requests, and multiple systems simultaneously. Comfortable speaking with customers or providers while typing detailed notes and navigating multiple screens.
Problem-Solving & De-escalation: A patient and professional approach to resolving customer concerns, with a talent for turning a difficult situation into a positive experience.
Computer & Technical Proficiency: Skilled at navigating digital tools and dispatch software with confidence. Comfortable using Google Workspace (Gmail, Docs, Sheets) and can type at least 30 wpm accurately.
1+ year of customer service experience, ideally in a fast-paced contact center.
Reliable tenure, demonstrated career growth, and a background in remote work are strongly preferred.
Experience in retail, fast-food, hospitality, administrative, or warehouse/production roles is highly transferable and valued.
Customer Focus: A genuine passion for helping others with a proven track record in customer-facing support roles.
Proficient in Google Workspace (Docs, Sheets, Gmail) and skilled at navigating web-based systems to manage customer and vehicle information.
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: Personal desktop or laptop (manufactured in 2020 or later).
Operating System: Must be running a 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.
Peripherals: Webcam and a USB-wired headset.
Browser: Google Chrome (23+) or Mozilla Firefox (3+).
Internet: Secure, wired high-speed connection (no Wi-Fi). Min Download: 25 Mbps | Min Upload: 10 Mbps | Max Latency: 80ms–100ms.
Mobile Device: An active cell phone capable of SMS text and app downloads for two-step authentication.

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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