Onsite, In Office - 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/.

Note: For technical and other select roles, your first day will be spent at our HQ in Medford, MA to facilitate a smooth onboarding experience. Willingness to travel is required, as you may need to attend on-site team meetings from time to time.

 

NOW HIRING! 🚨✨

Onsite Response Associates – Roadside Assistance

We are currently hiring for Onsite Response Associates to take inbound calls in our Roadside Assistance department. In this role, you will be the first point of contact for customers experiencing vehicle breakdowns or other roadside emergencies. You’ll provide calm, empathetic support, dispatch service providers, and ensure customers feel safe and supported.

 

🏢 IN OFFICE REQUIREMENT: This role is in-person, and we're excited you'll be working onsite at our Contact Center in Clarksville, TN: 2971 International Blvd, Clarksville, TN 37043

 

About the Role

As a Response Associate, you’ll manage a wide range of emergency roadside situations—from flat tires and dead batteries to lockouts and mechanical failures. Customers may reach out feeling stressed or unsafe, and your role is to provide calm, empathetic guidance every time.

You’ll act as a lifeline for customers, coordinating with service providers like tow trucks, locksmiths, and jump-start teams while ensuring timely updates and reassurance. Your work directly impacts customer safety, satisfaction, and Agero’s reputation as a trusted roadside service provider.

 

What You'll Do

• Handle High-Volume Calls: Gather essential information about customer location, vehicle, and issue to dispatch appropriate assistance quickly.
• Dispatch with Accuracy: Coordinate service providers efficiently, ensuring customers receive the right help at the right time.
• De-escalate & Support: Calm frustrated or anxious customers with active listening, empathy, and clear communication.
• Navigate Digital Tools: Use multiple systems and dispatch software to track requests, updates, and service progress accurately.
• Excel in Remote Work: Thrive in a fast-paced, metrics-driven environment where reliability, empathy, and high-quality service are recognized and rewarded.

 

Your Impact

• Assist Customers in Distress: Deliver professional, empathetic support for customers who may be frustrated, scared, or upset.
• Provide Clear Communication: Keep customers informed with accurate updates and reassurance throughout their service experience.
• Partner with Service Providers: Coordinate efficiently with tow, locksmith, and other vendors to ensure timely assistance.
• Make Quick Decisions Under Pressure: Stay calm and composed to determine the best solutions in urgent situations.
• Enhance Customer Satisfaction & Loyalty: Deliver exceptional service that reinforces trust and strengthens Agero’s reputation.