Remote - Response Associate, 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/.

 

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.

*Limted overnight shifts available. 

 

Start Date 2: Monday, 04/07/2025

Training Schedule: 01:00 pm to 4:00 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.

 

Start Date 3: Monday, 04/07/2025

Training Schedule: 01:00 pm to 4:00 pm EST, Monday through Friday for 2 weeks

Production Shifts: Afternoons and Evenings. Start times between the hours of 01:00 pm and 04:00 pm EST with various day off options available, either two weekdays or one weekday & one weekend day. Full-time only.

*Limited early morning and overnight shifts available. 

 

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.