Remote - Roadside Assistance, Customer Service Representative at Agero

, Florida, United States -

Full Time

Start Date

Immediate

Expiry Date

29 May, 26

Salary

16.25

Posted On

28 Feb, 26

Experience

0 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Empathy, Active Listening, Clear Communication, Decision Making, Multitasking, Problem Solving, De-escalation, Computer Proficiency, Google Workspace, Typing, Dispatching, Customer Support, Remote Work, Time Management, Zoom, Google Chat

Industry

IT Services and IT Consulting

Description

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 https://www.agero.com/. Note: For our technical positions, we love to get you started in person! You may be required to travel to Medford for your initial onboarding. Don't worry about the logistics - once you're hired, we handle all travel arrangements and expenses for you. NOW HIRING: Remote Response Associates in Roadside Assistance We are actively seeking Remote Response Associates (Customer Service Representatives) to handle inbound calls within our Roadside Assistance department. As the first point of contact for customers experiencing vehicle breakdowns or emergencies, you will provide calm, empathetic support, dispatch service providers, and ensure every customer feels safe and supported. Start Date: Monday, March 30, 2026 Training Schedule: 3:00 pm – 11:30 pm EST, M-F for 2 weeks live on Zoom Production Schedules: PM shifts available (Full-time only) Pay: $16.25 per hour + monthly bonus opportunities Location: Must reside in AL, AZ, FL, GA, MS, TN, or VA. Remote Position:This is a work-at-home role. If hired, you’ll train and work remotely online from your home residence. Equipment: Bring-Your-Own-Device (BYOD). You will be required to provide your own compatible computer and equipment for this role as confirmed by passing the Harver system checker process. About the Role As a Response Associate, you serve as a lifeline for customers facing roadside emergencies such as flat tires, lockouts, dead batteries, and mechanical failures. Because customers often reach out feeling overwhelmed or unsafe, you will manage these high-stress situations with calm, empathetic guidance and consistent reassurance. You will coordinate directly with external providers to ensure the accurate and rapid dispatch of tow trucks and service vehicles. Your ability to make quick decisions under pressure directly impacts customer safety, satisfaction, and our reputation as a trusted roadside service provider. What You'll Do 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. Training and Schedules Start Date: Monday, March 9, 2026 Training Schedule: 3:00 pm – 11:30 pm EST, M-F for 2 weeks live on Zoom Attendance & Performance: 100% attendance is required during the training period to ensure your success. Your performance will be assessed throughout this time, and you will have ongoing opportunities for cross-training to expand your skills and advance your career. Production Schedules: Full-time only. Available Production Schedules: 2:00 pm – 10:30 pm | Off: Wed/Thu OR Mon/Sun 2:30 pm – 11:00 pm | Off: Mon/Tue OR Fri/Sun 3:00 pm – 11:30 pm | Off: Wed/Thu OR Mon/Sat 3:30 pm – 12:00 am | Off: Tue/Wed OR Thu/Fri 4:00 pm – 12:30 am | Off: Mon/Sat OR Tue/Sun 4:30 pm – 1:00 am | Off: Thu/Fri OR Tue/Sat 5:00 pm – 1:30 am | Off: Mon/Sun OR Wed/Thu 2:00 pm – 12:30 am | Off: Mon, Tue, Sat 2:30 pm – 1:00 am | Off: Mon, Wed, Thu 3:00 pm – 1:30 am | Off: Tue, Fri, Sat 4:00 pm – 2:30 am | Off: Wed, Thu, Sun 5:00 pm – 3:30 am | Off: Mon, Thu, Sun 5:30 pm – 4:00 am | Off: Mon, Thu, Fri Please Note: All schedules are in EST and include weekend shifts Pay, Benefits,and Career Growth Starting Pay: $16.25 per hour + monthly performance and attendance bonuses. Benefits: Medical, Dental, and Vision; 401(k) with match; Paid Time Off; Tuition Reimbursement; and Complimentary Roadside Assistance. Career Growth & Development: Invest in your future with access to online skill-building courses, mentorship, and cross-training programs designed to build the expertise needed for advancement at Agero. Compensation Note: Actual salaries may vary and may be above or below the range presented based on various factors, including, but not limited to, work location, experience, job-related skills, and relevant training and education. What We’re Looking For Empathy in Action: You have a 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. You can comfortably speak 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. You are comfortable using Google Workspace (Gmail, Docs, Sheets) and can type at least 30 wpm accurately. Position Requirements Location: Must currently reside in Alabama, Arizona, Florida, Georgia, Mississippi, Tennessee, or Virginia. Experience: 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. Technical Skills: Proficient in Google Workspace (Docs, Sheets, Gmail) and skilled at navigating web-based systems to manage customer and vehicle information. Remote Readiness: Ability to thrive in a virtual contact center, collaborating effectively via phone, email, chat, and Zoom. Flexibility: Open availability for all shifts, including days, evenings, nights, weekends, and holidays - to support our customers during peak times. Background Check: Must successfully pass a criminal background screening. Home Office (BYOD): 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. Remote Technology Requirements To ensure your success, your home office must meet the following technical specifications, which will be verified via the Harver System Checker during the application process. Required Equipment & Specs 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. Not Allowed (Incompatible) Devices: MacBooks, iPads, iMacs, Chromebooks, Surface Pro/Go, or Samsung Notebooks. Connections: Mobile hotspots, Wi-Fi, satellite internet, or USB tethering. Software: VPNs, privacy/proxy services, or hosted/virtual PC services. OS Versions: Windows 11 versions 21H2, 22H2, and 23H2 (No longer supported by Microsoft). Before Applying: Verify Your Windows Version As of November 2025, Microsoft has discontinued support for older versions of Windows 11. You must be on version 24H2 or 25H2 to be eligible. Check Your Version: Press the Windows Key + R, type "winver", and hit Enter. Upgrade if Needed: If you are on an unsupported version, go to Settings > Windows Update and select Check for Updates. Alternative: Download the Windows 11 Installation Assistant from Microsoft’s official site to run the update manually. Upgrades are typically free and take only a few minutes. The Hiring Process Our selection process is transparent and conversational because we want to learn about your career goals and passion for service beyond just what’s on your resume. We’re looking for high-energy individuals who combine strong communication and multitasking skills with a knack for problem-solving and a comfort with evolving technology. If you’re eager to grow your professional journey with us, let’s talk and see if we’re a match. The Step-by-Step Journey: Application: Submit your information through our careers page—it only takes a few minutes! Tech & Skills Check: Keep an eye on your email for a Harver link to complete a 10-minute computer skills assessment and device system check. This ensures your home setup is ready for the role. The Video Interview: If your profile and tech check align, you’ll be invited to a 30-minute Zoom interview with a Recruiter to discuss your experience and goals. Shift Selection: If we move forward with an offer, you will receive a link to browse available training classes and select the production schedule that works best for you. Offer & Onboarding: Once your schedule is confirmed, we will send your official Offer Letter. All offers are contingent upon passing a criminal background check. Hiring Remotely In: AL, AZ, FL, GA, MS, TN, and VA Important Dates Last Day to Apply: Friday March, 13, 2026 at 05:00 pm EST Anticipated Start Date: Monday, March 30, 2026 We Want to Hear From You: Apply Now If you are driven by a passion for service and are committed to making a positive impact, we invite you to join our contact center team Grow your career with Agero and make a genuine difference every day. Once you apply, check your inbox for the Harver Assessment link to get started! Life at Agero: At Agero, you'll find a workplace where your unique perspective is not just welcomed, it's celebrated. We believe that our differences make us stronger, and we're committed to creating an environment where every employee feels a sense of belonging. If you're looking for a company that values your individuality, provides opportunities for growth, and champions open communication, Agero is the place for you. Join our team and help us drive the future of driver assistance, while experiencing a workplace where you can truly thrive. Benefits Built for Well-being: Agero’s innovation is driven by a workforce where all associates feel like they can truly thrive. Agero offers a wide range of benefits to promote well-being, encourage personal development, and ensure financial stability. 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. *Applicants must be currently authorized to work in the United States on a full‑time basis. This position is not eligible for employer visa sponsorship now or in the future. *It is unlawful in Massachusetts to required or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.

Responsibilities

The primary role involves handling high-volume inbound calls for roadside assistance, gathering necessary details, and ensuring the accurate and rapid dispatch of service providers to customers in emergencies. Associates must use calm, empathetic guidance to de-escalate stressful situations and utilize multiple digital tools to track service progress.