Remote - Roadside Assistance, Customer Service Representative

Agero is a leading provider of digital driver assistance services, aiming to enhance the vehicle ownership experience through technology and customer support. They are currently seeking Remote Response Associates to handle inbound calls in their Roadside Assistance department, providing empathetic support and coordinating service dispatch for customers in distress. The role requires quick decision-making and effective communication to ensure customer safety and satisfaction during emergencies.

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

Requirements:

• Must currently reside in Alabama, Arizona, Florida, Georgia, Mississippi, Tennessee, or Virginia
• 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
• 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 - to support our customers during peak times
• Must successfully pass a criminal background screening
• Requires a dedicated, quiet workspace
• You must provide your own equipment, including a compatible desktop or laptop, wired high-speed internet, a webcam, a mobile phone, and a wired headset
• Computer: Personal desktop or laptop (manufactured in 2020 or later)
• Operating System: Windows 11 (Versions 24H2 or 25H2 only)
• 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 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 and app downloads for two-step authentication