Remote Response Associate, Roadside Assistance (CSR)

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 our technical positions, we love to get you started in person! You may be required to travel to Medford for your initial onboarding. Don't worry about the logistics - once you're hired, we handle all travel arrangements and expenses for you.

Role Description and Mission: The Job & Why It Matters

Are you a quick-thinking problem solver who thrives on helping others in their time of need? Do you want to make a real difference and have a lasting impact on customers?

Agero is actively seeking Remote Response Associates to join our Roadside Assistance department, where you will help rescue stranded customers off the side of the road. When a vehicle breaks down, you are the driver's first point of contact. Taking real-time inbound calls from motorists across the U.S., you will be the calming voice that turns an unpredictable, highly stressful situation into a solved problem. You will provide a clear roadmap of what they can expect next, guiding them through an urgent and unplanned event. Just like an everyday superhero, you are stepping in to save their day and get their plans back on track!

As a Remote Response Associate , you serve as a lifeline for customers facing roadside emergencies such as flat tires, lockouts, dead batteries, fuel deliveries, and towing due to mechanical failures. Because customers often reach out feeling overwhelmed or unsafe on the side of the road, in dark parking lots, or while traveling in unfamiliar areas, you will manage these high-stress situations with calm, empathetic guidance and consistent reassurance.

Leading with a customer-first mindset, you will coordinate directly with external service providers to ensure the accurate and rapid dispatch of tow trucks and service vehicles. Your ability to stay calm and make quick decisions under pressure directly impacts customer safety, satisfaction, and our reputation for service excellence as a trusted, industry-leading roadside provider.

Key Outcomes: What you'll do

Handle High-Volume Calls: Gather essential details regarding location and vehicle issues to dispatch assistance quickly for stranded motorists in real-time.

Dispatch with Accuracy: Coordinate efficiently with external service providers to ensure the right help arrives at the right time.

De-escalate & Support: Use active listening and empathy to calm frustrated or anxious customers, navigating heightened emotions during uncertain situations.

Navigate Digital Tools: Utilize multiple web-based systems and dispatch tools simultaneously to track service progress accurately.

Excel in a Virtual Team: Thrive in a performance-driven remote environment, collaborating with peers and managers via Zoom and Google Chat.

Skills, Education, & Experience: What We’re Looking For

This isn’t your typical, script-reading customer service role. We have a high bar for talent because our drivers need real help in real-time. Every single call involves a stressful situation - some customers will be panicking, others might be crying, and many won't even know exactly where they are stranded. To succeed here, you need to bring your A-game every shift, every call.

Here are the skills you'll bring to the team:

Empathy in Action: You have a natural ability to genuinely understand what a stranded driver is going through. You can authentically connect with people, stay patient, validate their fears, and give them the real reassurance they need when they are stuck in a dark parking lot or on a busy highway.

Effective Communication & Listening: True communication starts with listening. You need to actively listen to absorb the critical details from a worried caller, ask the right questions, and probe for missing information. From there, you'll use a steady, confident voice to give clear directions to our roadside partners and explain the next steps to the customer so they feel completely guided.

Sound Judgment Under Pressure: You don’t fold when things get chaotic. You can keep a cool head, think clearly, and make smart, fast decisions during unpredictable events. You are comfortable thinking outside the box to solve problems safely, but you also have the awareness to know exactly when a situation needs to be escalated for extra help.

Problem-Solving & De-escalation: You bring a calm, professional attitude to every interaction. You have a knack for turning a stressful, negative situation into a smooth, positive experience by focused problem-solving.

Multitasking Mastery: You thrive in a fast-paced environment where no two calls are identical. You can comfortably talk to a stranded driver or a tow provider while simultaneously typing detailed notes, navigating multiple screens, and pulling resources from our system without breaking your focus.

Service Excellence: We leave no one stranded. You take total ownership of every single call and call-back. You don't just check a box or process a dispatch; you focus on the person behind the problem, ensuring both our customers and our roadside partners get high-quality, accurate, and timely support.

Tech Proficiency: You are comfortable working with digital tools and fast-paced systems. You can confidently navigate online databases, CRMs, and complex dispatch software all at once. You are familiar with and comfortable using AI tools, a pro at using Google Maps to pinpoint exact locations, fluent in Google Workspace (Gmail, Docs, Sheets, Chat), and can type at least 30 WPM accurately without breaking the flow of a live conversation.

Accountability & Reliability: Even in a remote environment, we hold our team to a high standard and operate a structured contact center with top-tier client expectations. select a dedicated production schedule with set days off. We require your consistent commitment to this schedule because a stranded driver is counting on you when you are on the clock. At the same time, due to the nature of our business, things move fast. Call volumes spike, schedules adjust, teams shift, and supervisors change - meaning you must be highly adaptable and ready to pivot.

Position Requirements:

Location: You must currently physically reside in Alabama, Arizona, Florida, Georgia, Mississippi, Tennessee, or Virginia.

Customer-Facing Experience: You bring 1+ years of continuous customer service experience, ideally in a fast-paced contact center environment. A steady work history, proven career growth, and previous remote experience are highly valued. We also love and look for transferable skills from retail, fast-food, hospitality, administrative, or warehouse/production environments!

Background Check: You must successfully pass a comprehensive criminal background screening (covering 10 years for misdemeanors and