Onsite, In Office - Roadside Assistance, Customer Service Representative

Onsite Roadside Assistance, Customer Service Representative

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.

What We're Looking For:

• Empathy in Action: Connect with customers, validate their feelings, and provide reassurance in stressful situations.
• Effective Two-Way Communication: Strong listening skills and clear, concise explanations for updates and solutions.
• Sound Judgment Under Pressure: Make fast, informed decisions during emergencies.
• Multi-Tasking Mastery: Manage multiple calls, dispatch requests, and systems efficiently.
• Problem-Solving & De-Escalation Skills: Stay calm, patient, and professional while resolving customer concerns.
• Computer & Technical Proficiency: Navigate multiple digital tools and dispatch software confidently.

Position Requirements:

• Must live within 50 miles of our Clarksville, TN contact center at 2971 International Blvd, Clarksville, TN 37040.
• Experience: 1+ year in customer service, sales, or technical support (preferably in a fast-paced contact center). Previous remote work experience is a strong plus.
• Customer Focus: Genuine passion for helping others, with proven experience in customer-facing or support roles.
• Technical Skills: Comfortable navigating Google Workspace (Docs, Sheets, Slides, Gmail) and web-based systems to manage customer and vehicle information.
• Remote Readiness: Thrive in a remote work-from-home contact center environment, collaborating effectively with peers and leaders.
• Flexibility: Availability for evenings, weekends, and peak times as needed.
• Background Check: Must pass a criminal background screening.
• Home Office Setup: Personal desktop/laptop computer, wired high-speed internet, webcam, active cell phone, and wired headset required.

Pay and Benefits:

We believe in rewarding your work with fair pay, great benefits, and opportunities to grow.

Pay: $16.25 per hour

• Incentives: Opportunity to earn a monthly MPR bonus
• Benefits Package Includes:
• Medical, Dental, and Vision insurance
• 401(k) with company match
• Paid Time Off
• Tuition Reimbursement
• Complimentary Roadside Assistance
• Employee Assistance & Work/Life Program (EAP)
• Career growth and advancement opportunities

Please Note: Actual salaries may vary and may be above or below the range presented based on various factors, including, but not limited to, work location, experience, job related skills, and relevant training and education.

Training and Schedules:

Your success starts with paid training and a clear path forward.

Start Date: This role is expected to start on Monday, October 6th, 2025

Training Schedule: 8:00 am to 4:30 pm CST, M-F for 5 weeks

Production Schedules: Full-time only. All shifts are M-F.

• 8:00 am to 4:30 pm CST

100% Attendance during training is required for success. Your performance will be assessed throughout training, and you'll also have opportunities for cross-training to expand your skills and advance your career.

In Office Requirement: This is not a remote position. You'll be working onsite at our Contact Center in Clarksville, TN: 2971 International Blvd, Clarksville, TN 37043

Hiring Onsite in: Clarksville, TN

Last day to apply: Friday 09/12/2025 at 4:00 pm CST.

We Want to Hear From You! If you are driven by a passion for helping others and are committed to going above and beyond to make a positive impact, join our Roadside Assistance team to deliver exceptional customer assistance. Enjoy world-class training, ongoing support, and advancement opportunities. Help customers through complex situations, grow your career, and make a genuine difference—apply now!

Life at Agero:

At Agero, you'll find a workplace where your unique perspective is not just welcomed, it's celebrated. We believe that our differences make us stronger, and we're committed to creating an environment where every employee feels a sense of belonging. If you're looking for a company that values your individuality, provides opportunities for growth, and champions open communication, Agero is the place for you. Join our team and help us drive the future of driver assistance, while experiencing a workplace where you can truly thrive.

Benefits Built for Well-being:

Agero's innovation is driven by a workforce where all associates feel like they can truly thrive. Agero offers a wide range of benefits to promote well-being, encourage personal development, and ensure financial stability. 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.
• 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.

*It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.