Remote - Roadside Assistance, Customer Service Representative

About the Role:

Join our compassionate team as an Remote - Roadside Assistance, Customer Service Representative. In this role, you’ll provide empathetic support to customers facing roadside emergencies. As a leader in the digital driver and roadside assistance industry, we are dedicated to delivering timely and exceptional service to stranded motorists. Your primary focus will be to assess and resolve customers' emergency roadside situations with empathy and urgency, ensuring they feel safe, supported, and reassured during these stressful moments.

Your Impact:

As a remote Response Associate, you’ll play a critical role in shaping the customer experience. You’ll be the reassuring voice guiding customers through real-time challenges such as towing, flat tires, lock-outs, jumpstarts, and winching, even when they are overwhelmed or upset. Your ability to stay calm under pressure and prioritize their needs will be essential in enhancing their experience.

Your Key Responsibilities Include:

• Empathy in Action: Handle each customer interaction with genuine empathy and act quickly and compassionately to support them in stressful roadside emergency situations.
• Multi-Tasking Mastery: Navigate a multi-screen web system efficiently while speaking with customers on the phone and accurately documenting details to dispatch service providers.
• Effective Two-way Communication: 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.
• Problem-Solving & De-Escalation Skills: Use critical thinking to solve challenging roadside issues, stay calm and solution-focused under pressure, and deliver innovative solutions that exceed customer expectations. 

Qualifications:

• A genuine passion for helping others, supported by volunteer experience or community involvement.
• 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.
• Previous experience in a customer service, sales, or technical support role, preferably in a fast-paced contact center environment.
• Ability to work independently and effectively in a remote environment.
• Has a compatible home computer, secured high-speed internet, webcam, and wired headset.
• Must reside in Alabama, Arizona, Florida, Georgia, Mississippi, New Mexico, Tennessee, or Virginia.
• Be able to successfully pass a criminal background check. 

Start Date: Monday, 11/04/2024

Training Schedule: 1:00 pm to 9:30 pm EST, M-F for 2 weeks 

Production Shift: Full Time - 1:00 pm to 9:30 pm EST, 2:00 pm to 10:30 pm EST, 3:30 pm to 12:00 am EST, and 4:30 pm to 1:00 am EST shift options with various days off. Must work at least 1 weekend day. 

Pay: $16.25 per hour (after training) + monthly bonus opportunities 

Click here to learn more about pay, benefits, and training!

Click here to learn more about work from home computer and internet requirements!

We want to hear from you! 

If you’re passionate about helping others, excel in clear communication, and thrive on making a real-time impact, join our remote Driver Services team to deliver exceptional service to roadside assistance customers. Enjoy world-class virtual training, ongoing remote support, and advancement opportunities. Help customers through emergency situations, grow your career, and make a genuine difference—apply now!