What are the responsibilities and job description for the Remote - Response Associate, Roadside Assistance Customer Service Representative position at Agero (MA)?

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

Available Training Classes and Production Schedules :

Start Date 1 : Monday, 03 / 17 / 2025

Training 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 / 2025

Training 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'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 :

Assist customers in distress with professionalism, empathy, & compassion, recognizing that they may be frustrated, upset, or scared.

Provide clear, effective communication and genuine reassurance to manage expectations, adjusting your approach based on the customer's circumstances to ensure a positive experience.

Partner with Service Providers efficiently to coordinate and dispatch roadside assistance, providing accurate information and ensuring timely support to customers.

Make quick, informed decisions under pressure while staying calm and composed to ensure the best possible outcome.

Enhance customer satisfaction and brand loyalty by delivering exceptional service and accurate assistance, especially in challenging and high-pressure situations.

What You'll Do :

Handle a high volume of inbound calls, gathering essential details such as the customer's location and vehicle issues to provide prompt and reliable assistance, ensuring customers receive the help they need when they need it most.

Quickly and accurately dispatch the appropriate roadside assistance services, providing regular updates and ensuring customers feel informed, supported, and cared for every step of the way.

Calmly de-escalate frustrated customers by actively listening to their concerns, validating their feelings, and offering clear, empathetic solutions to resolve the situation and get them safely back on the road.

Efficiently navigate multiple computer systems to ensure seamless and accurate coordination of services, providing timely assistance to customers.

Excel in a fast-paced, metrics-driven remote environment, where consistent attendance, high performance, exceptional customer service, and continuous learning are valued and 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.

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 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 home computer, secure high-speed internet, webcam, in-service cell phone, and wired headset.

Click HERE to learn more about remote technology requirements!

Pay and Benefit Information :

Pay : $16.25 per hour opportunity to earn a monthly bonus based on performance & attendance and any applicable shift differentials.

Benefits : Medical, Dental, Vision, 401K, Tuition Reimbursement, PTO, Career Advancement and more.

Click HERE to learn more about the compensation package!

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 recruiting@agero.com .

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 recruiting@agero.com.

In compliance with applicable regulations, we confirm this posting is for a current vacant position.

Salary : $16

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Remote - Response Associate, Roadside Assistance Customer Service Representative

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