Remote - Roadside Assistance, Customer Service Representative
About the position
The Remote Roadside Assistance, Customer Service Representative at Agero is responsible for providing empathetic support to customers experiencing roadside emergencies. This role focuses on assessing and resolving emergency situations with urgency and compassion, ensuring customers feel safe and supported during stressful moments. As part of a dedicated team, the representative will guide customers through challenges such as towing, flat tires, and lock-outs, enhancing their overall experience with Agero's services.
Responsibilities
?? Handle each customer interaction with genuine empathy and act quickly to support them in stressful roadside emergency situations.
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?? Navigate a multi-screen web system efficiently while speaking with customers on the phone and accurately documenting details to dispatch service providers.
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?? 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.
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?? Use critical thinking to solve challenging roadside issues, stay calm and solution-focused under pressure, and deliver innovative solutions that exceed customer expectations.
Requirements
?? A genuine passion for helping others, supported by volunteer experience or community involvement.
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?? 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.
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?? Previous experience in a customer service, sales, or technical support role, preferably in a fast-paced contact center environment.
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?? Ability to work independently and effectively in a remote environment.
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?? Has a compatible home computer, secured high-speed internet, webcam, and wired headset.
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?? Must reside in Alabama, Arizona, Florida, Georgia, Mississippi, New Mexico, Tennessee, or Virginia.
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?? Be able to successfully pass a criminal background check.
Nice-to-haves
Benefits
?? Monthly bonus opportunities
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?? World-class virtual training
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?? Ongoing remote support
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?? Advancement opportunities
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