Roadside Assistance Escalations Agent
K
Knowledge RhinoRoadside Assistance
Remote — applicants must reside in Texas., Monday through Friday, 8:00 AM–2:30 PM Central TimeFull-TimeEntry
Salary$10.00 – $13.50 / hour
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Job Details
- Required Skills
- Problem SolvingCustomer service
Requirements
- Proven customer service experience with a strong focus on customer satisfaction.
- Strong de-escalation, conflict-resolution, and problem-solving skills.
- Exceptional soft skills, including empathy, active listening, emotional intelligence, and professionalism.
- Ability to remain calm and resourceful in a fast-paced, high-pressure environment.
- Strong verbal and written communication skills.
- Comfort using computer systems while managing multiple cases.
- Reliable attendance and a consistent work ethic.
- Must reside in Texas.
- Dedicated workstation with Windows 11 PC (specified processor/RAM/storage requirements).
- Two monitors with at least 1920x1080 resolution.
- Hard-wired Ethernet connection (30 Mbps download/10 Mbps upload minimum).
- USB 3.0 port for approved USB headsets.
Responsibilities
- Handle escalated customer contacts with empathy, professionalism, and sound judgment.
- De-escalate challenging conversations while ensuring customers feel heard, supported, and informed.
- Quickly assess and summarize case details, identify customer needs, and determine appropriate next steps.
- Take full ownership of assigned cases through resolution or appropriate handoff.
- Make proactive outbound calls to provide updates, set expectations, and resolve concerns.
- Manage multiple active cases with accuracy, organization, and close attention to detail.
- Communicate confidently and professionally to build trust during difficult roadside situations.
- Maintain dependable attendance and effectively manage time-sensitive customer commitments.
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