Remote Response Associate, Roadside Assistance at Agero, Inc. · Remote

Summary: Agero is a leading provider of digital driver assistance services, dedicated to transforming the vehicle ownership experience. They are seeking Response Associates to handle inbound calls for roadside emergencies, providing support and dispatching assistance to ensure customer safety and satisfaction. 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 Required Qualifications: - 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 personal desktop or laptop, wired high-speed internet, a webcam, a cell phone, and a USB- headset - Computer: 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 - An active cell phone capable of SMS text and app downloads for two-step authentication Preferred Qualifications: - Experience in a fast-paced contact center - Background in remote work - Experience in retail, fast-food, hospitality, administrative, or warehouse/production roles Required Skills: Dispatch Software, Google Workspace, Web-based Systems, Typing Benefits: Medical, Dental, and Vision, 401(k) with match, Paid Time Off, Tuition Reimbursement, Complimentary Roadside Assistance, 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., Accrual of up to 3 weeks Paid Time Off per year, paid sick leave, and ten paid holidays annually., Parental planning benefits to assist associates through life’s milestones., Bonus/Incentive Programs