Remote - Response Associate, Roadside Assistance Customer Service Representative - Remote Eligible

Remote Response Associate, Roadside Assistance Customer Service Representative

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.

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! Remote Response Associates – Roadside Assistance

We are currently hiring for Remote 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.

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

• Location: Must currently reside in Alabama, Arizona, Florida, Georgia, Mississippi, Tennessee, or Virginia.
• Experience: 1+ year in customer service, (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 to work flexible hours, including evenings and weekends, to accommodate varying customer needs and peak call times.
• 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.

Remote Technology Requirements

To succeed in this remote role, associates must have their own compatible home equipment. All devices will be verified through a short system compatibility test during the hiring process.

Required Equipment & Specs:

• Computer: Personal desktop or laptop with Windows 11
• Processor: 2+ cores, minimum 3.5 GHz (boosted/turbo speed)
• RAM: 8 GB or greater
• Storage: Minimum 20 GB free space
• Webcam
• Wired Headset
• Browser: Google Chrome 23+ or Mozilla Firefox 3+
• Internet: Secure, wired high-speed connection
• Minimum upload: 6 Mbps
• Minimum download: 15 Mbps
• Maximum latency: 80–100 ms
• Cell Phone: In-service device capable of SMS and app downloads (used for two-step authentication)
• Security: Device must be password-protected

Not Allowed:

• MacBooks, iPads, iMacs, Chromebooks, Surface Pros/Go, Samsung Notebooks
• Mobile hotspots, Wi-Fi only connections, satellite internet, USB tethering
• VPN, privacy, or proxy services

Important: All software must be installed on your physical machine, not accessed through hosted PC services. If multiple Agero employees are using the same household network, please let us know - additional information may be requested. Access via a public VPN service is strictly prohibited. If you are subscribed to any VPN, privacy, or proxy services, they must be disabled while working.

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 bonus based on performance and attendance
• 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, December 8th, 2025.

Training Schedule: 1:00 pm to 9:30 pm EST, Monday through Friday for 2 weeks on Zoom

Production Schedules: Full-time only.

We are currently hiring for the following shifts:

• 11:00 am to 7:30 pm EST with Monday and Thursday off
• 11:00 am to