Remote - Response Associate, Roadside Assistance Customer Service Representative - Agero (MA) : Job Details

About Agero: Wherever drivers go, we're leading the way. Agero's mission is to rethink the vehicle ownership experience through a powerful combination of passionate people and data-driven technology, strengthening our clients' relationships with their customers. As the #1 B2B, white-label provider of digital driver assistance services, we're pushing the industry in a new direction, taking manual processes, and redefining them as digital, transparent, and connected. This includes: an industry-leading dispatch management platform powered by Swoop; comprehensive accident management services; knowledgeable consumer affairs and connected vehicle capabilities; and a growing marketplace of services, discounts and support enabled by a robust partner ecosystem. The company has over 150 million vehicle coverage points in partnership with leading automobile manufacturers, insurance carriers and many others. Managing one of the largest national networks of service providers, Agero responds to approximately 12 million service events annually. Agero, a member company of The Cross Country Group, is headquartered in Medford, Mass., with operations throughout North America. To learn more, visit We're currently hiring for Remote - Response Associates in Roadside Assistance to take inbound calls and dispatch assistance to customers experiencing vehicle emergencies.About the Role: As a Response Associate, you'll be the first point of contact for customers experiencing stressful and often dangerous roadside emergencies. Whether they're stranded due to a flat tire, dead battery, or mechanical failure, you'll be their lifeline-listening empathetically, gathering critical location & vehicle information, and dispatching the appropriate service provider (tow truck, locksmith, jump start, etc.). Beyond dispatching assistance, you'll provide clear updates, manage expectations, and ensure the customer feels supported throughout the process. Your role is vital in delivering timely roadside solutions, directly impacting customer safety, satisfaction, and Agero's reputation as a trusted service provider. Your Impact:

• Be the voice of reassurance: Assist customers in distress with professionalism, empathy, and patience, understanding that they may be frustrated, upset, or scared.
• Communicate effectively: Provide clear updates, explain next steps, and adjust your approach based on the customer's needs to ensure a positive interaction.
• Coordinate rapid response: Partner with service providers to efficiently dispatch roadside assistance, ensuring timely and accurate support.
• Stay composed under pressure: Make quick, informed decisions while maintaining a calm and solution-oriented mindset.
• Drive customer satisfaction: Deliver exceptional service in high-pressure situations, strengthening brand loyalty and customer trust.

What You'll Do:

• Manage a high volume of inbound calls, gathering critical location and vehicle details to ensure swift assistance.
• Dispatch appropriate roadside services quickly and efficiently while keeping customers informed every step of the way.
• De-escalate frustrated callers by actively listening, acknowledging concerns, and providing empathetic solutions.
• Navigate multiple digital tools and systems seamlessly to coordinate service requests with accuracy.
• Thrive in a fast-paced, performance-driven remote environment, where high-quality service, reliability, and continuous learning are recognized and rewarded.

What We're Looking For:

• 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.

What You'll Need:

• 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.
• Ability to stay calm and provide excellent service, even in high-stress situations with upset or difficult customers.
• Self-motivated and able to work independently in a remote setting.
• Familiarity with Google Workspace (Docs, Sheets, Gmail) and web-based CRM systems.

Position Requirements:

• Must currently reside in Alabama, Arizona, Florida, Georgia, Mississippi, Tennessee, or Virginia.
• Availability to work flexible hours, including evenings and weekends, to accommodate varying customer needs and peak call times.
• Must be able to successfully pass a criminal background check.
• Has compatible remote technology, including a personal desktop or laptop computer, secure high-speed internet, webcam, in-service cell phone, and wired headset.

Remote Technology Requirements:

• Candidates must pass a technology diagnostic to be considered for a remote contact center role. Passing the remote technology diagnostic is mandatory to proceed in the application process.
• Personal home desktop or laptop computer with Windows 10 or Windows 11 Operating System and ability to have a wired internet connection.
• Processor with 2 or more cores and a Processor Speed of at least 3.5 GHz (boosted, max, or turbo).
• Internal RAM of 8 GB or greater.
• Free Storage to meet or exceed 20 GB.
• Wired headset.
• Webcam.
• Google Chrome 23 or higher, Mozilla Firefox 3 or higher.
• Secure high speed internet connection, must be hardwired internet connection to a modem/router.
• Must be password protected.
• Minimum upload speed of 6 Mbps, minimum download speed of 15 Mbps, and a maximum latency of 80-100 ms
• In-service cell phone capable of receiving & sending sms text messages and downing apps. (Cell phones are used for two-step authentication).

Please Note:

• Macbooks, iPads, iMacs, Chrombooks, Surface Pros, Surface Go, and Samsung Notebooks are NOT compatible.
• Mobile hotspots, wi-fi connections, satellite internet, and usb tethering are NOT allowed.

VPN Usage Policy: * *You are not permitted to access the network using any hosted PC services. All required software must be installed directly on your physical machine. If you have any questions regarding this, please reach out to your recruiter, trainer, or supervisor for clarification. If there are multiple people working for Agero in your household, it is important to inform Agero. You may be asked to provide additional information to support their use of the network. Agero reserves the right to require employees to work from specific data locations (public IP endpoints). Access via a public VPN service is strictly prohibited. If you are subscribed to any VPN, privacy, or proxy services, they must be disabled while working. If you have any questions about this, please contact your recruiter, trainer, or supervisor. Pay and Benefit Information:

• Pay Rate: $16.25 per hour
• Incentives: Opportunity to earn a monthly bonus based on performance & attendance + up to $2.25 per hour shift differential for evenings, nights & weekends and overtime pay & other incentives available based on business needs.
• Benefits: Medical, Dental, Vision, 401K, Tuition Reimbursement, Paid Time Off, Complimentary Roadside Assistance, Career Advancement, Associate Assistance & Work/Life Program (EAP) and more.

Training Classes and Production Schedules: Your attendance during training is vital for your success, and your performance will be assessed throughout the process. Paid training will be held Monday through Friday, with class times varying. Please ensure you can commit to the full training schedule before joining. We are committed to your professional growth and career advancement. As part of your development, you'll have the opportunity for cross-training in additional skill sets, helping you expand your expertise and advance within the company! Start Date 1: Monday, 03/17/2025Training Schedule: 03:30 pm to 12:00 am EST, Monday through Friday for 2 weeks Production Shifts: Evenings and Nights. Start times between the hours of 04:00 pm and 07:00 pm EST with various day off options available, either two weekdays or one weekday & one weekend day. Full-time only. *Limited overnight shifts available. Start Date 2: Monday, 04/07/2025Training Schedule: 01:00 pm to 9:30 pm EST, Monday through Friday for 2 weeks Production Shifts: Afternoons and Evenings. Start times are to be determined at this time with various day off options available, either two weekdays or one weekday & one weekend day. Full-time only. We Want to Hear From You! If you're passionate about helping others, thrive in a fast-paced environment, and are ready to make a difference, apply today. Join our team and be part of a company that values your growth and provides the support you need to succeed. Diverse Workforce and Inclusive Culture at Agero: We are all Change Drivers at Agero. Each day, we speak to thousands of drivers and tow professionals across one of the most diverse countries in the world. Our mission to safeguard drivers on the road, strengthen our clients' relationships with their drivers, and support the communities we live and work in unites us together as one force driving positive change. The road to positive change starts inside Agero. In celebrating each other's differences, we lift each other up and create space for innovation and community. Bringing our whole selves to work powers our commitment, drive, agility, and courage - ensuring we are not only changing the landscape of the driver services industry, we also are making a difference in the lives of our customers with each call, chat, and rescue. Agero Benefits Summary At Agero, we are committed to supporting our associates by providing a comprehensive benefits package designed to promote well-being, personal growth, and financial security. Our benefits include:

• Health and Wellness: Healthcare, dental, vision, disability, life insurance, and mental health benefits for associates and their families.
• Financial Security: 401(k) plan with company match and tuition assistance to support your future goals.
• Work-Life Balance: Flexible time off, paid sick leave, and ten paid holidays annually.
  • For Contact Center Roles: Accrual of up to 3 weeks Paid Time Off per year, paid sick leave, and ten paid holidays annually.
• Family Support: Parental planning benefits to assist associates through life's milestones.
• Bonus/Incentive Programs

Join Agero and experience a workplace that invests in your success both personally and professionally. THIS DESCRIPTION IS NOT INTENDED TO BE A COMPLETE STATEMENT OF JOB CONTENT, RATHER TO ACT AS A GUIDE TO THE ESSENTIAL FUNCTIONS PERFORMED. MANAGEMENT RETAINS THE DISCRETION TO ADD TO OR CHANGE THE DUTIES OF THE POSITION AT ANY TIME. To review Agero's privacy policy click the link: ***Disclaimer: Agero is committed to creating a diverse and inclusive environment and encourages applications from all qualified candidates. Accommodation is available. Additionally, we offer accommodation for applicants with disabilities in our recruitment processes. If you require accommodation during the recruitment process, please contact [email protected]. ***Agero communicates with candidates via text for matters related to submitted applications, questions, and availability for interviews. If you prefer not to receive texts, you can contact Agero's recruiting team directly at [email protected]. ***In compliance with applicable regulations, we confirm this posting is for a current vacant position.