Onsite - Roadside Assistance, Customer Service Representative

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/.

 

About the Role:

Join our compassionate Roadside Assistance team as an Onsite -  Response Associate in Driver Services at our Clarksville, TN contact center. In this role, you’ll provide empathetic support to customers facing roadside emergencies. As a leader in the digital driver and roadside assistance industry, we are dedicated to delivering timely and exceptional service to stranded motorists. Your primary focus will be to assess and resolve customers' emergency roadside situations with empathy and urgency, ensuring they feel safe, supported, and reassured during these stressful moments.

 

Your Impact:

As a Response Associate, you’ll play a critical role in shaping the customer experience. You’ll be the reassuring voice guiding customers through real-time challenges such as towing, flat tires, lock-outs, jumpstarts, and winching, even when they are overwhelmed or upset. Your ability to stay calm under pressure and prioritize their needs will be essential in enhancing their experience.

 

Your Key Responsibilities Include:

• Empathy in Action: Handle each customer interaction with genuine empathy and act quickly and compassionately to support them in stressful roadside emergency situations.
• Effective Two-way Communication: Communicate empathetically with customers, actively listen to their roadside emergency details, set clear expectations, and collaborate with service providers and managers to relay accurate information and ensure timely solutions.
• Problem-Solving & De-Escalation Skills: Use critical thinking to solve challenging roadside issues, stay calm and solution-focused under pressure, and deliver innovative solutions that exceed customer expectations.
• Multi-Tasking Mastery: Navigate a multi-screen web system efficiently while speaking with customers on the phone and accurately documenting details to dispatch service providers.

 

Qualifications:

• Must live within 50 miles of our Clarksville, TN contact center at 2971 International Blvd, Clarksville, TN 37040.
• A genuine passion for helping others, supported by previous experience in customer-facing or support roles.
• Strong computer skills including the ability to open, create, and modify various documents using Google Workspace (Docs, Sheets, Slides, Gmail) and enter/retrieve customer and vehicle information using web-based systems.
• Previous experience in a customer service, sales, or technical support role, preferably in a fast-paced contact center environment.
• Be able to successfully pass a criminal background check. 

 

Please note: This is an in-person position located at our Clarksville, TN contact center at 2971 International Blvd, Clarksville, TN 37040. Associates hired for this role are expected to work on-site. 

 

Start Date: Monday, 01/27/2025

Training Schedule: 8:00 am to 4:30 pm CST, M-F for 2 weeks 

Production Shifts: 8:00 am to 4:30 pm CST, M-F Full time only. <