Roadside Assistance Escalations Agent — Remote (Texas Only)

We are hiring empathetic, solutions-focused customer service professionals to support customers with escalated roadside assistance concerns. In this work-from-home role, you will help customers through stressful, time-sensitive automotive and roadside situations by listening carefully, taking ownership, and driving each case toward a timely resolution.

Roadside assistance, automotive care, towing, dispatch, insurance, or similar experience is preferred.

Key Responsibilities

• Handle escalated customer contacts with empathy, professionalism, and sound judgment.
• De-escalate challenging conversations while ensuring customers feel heard, supported, and informed.
• Quickly assess and summarize case details, identify customer needs, and determine appropriate next steps.
• Take full ownership of assigned cases through resolution or appropriate handoff.
• Make proactive outbound calls to provide updates, set expectations, and resolve concerns.
• Manage multiple active cases with accuracy, organization, and close attention to detail.
• Communicate confidently and professionally to build trust during difficult roadside situations.
• Maintain dependable attendance and effectively manage time-sensitive customer commitments.

Qualifications

• Proven customer service experience with a strong focus on customer satisfaction.
• Strong de-escalation, conflict-resolution, and problem-solving skills.
• Exceptional soft skills, including empathy, active listening, emotional intelligence, and professionalism.
• Ability to remain calm and resourceful in a fast-paced, high-pressure environment.
• Strong verbal and written communication skills.
• Comfort using computer systems while managing multiple cases.
• Reliable attendance and a consistent work ethic.
• Escalations, roadside assistance, automotive care, towing, dispatch, insurance, or related experience preferred.

Schedule, Training, Pay & Timeline

• Location: Remote — applicants must reside in Texas.
• Schedule: Monday through Friday, 8:00 AM–2:30 PM Central Time.
• Roster finalized: August 17.
• Class start date: August 24.
• Paid training: August 24 through October 23 at $10.00 per hour.
• Post-certification production pay: $13.50, with performance bonuses available.

Required Workstation Standards

Candidates must provide a compatible, dedicated workstation that meets the following standards:

• Windows 11 PC with a genuine license and current operating-system updates.
• Intel Core i3-9000, i5-7000, i7-5000, i9 series or better; Pentium G5400/G6400 series or better; Xeon E-class series or better; Celeron J4000/N5000 series or better; AMD Ryzen 3 series or better; or Athlon 3000 series or better.
• At least 8 GB RAM.
• At least 60 GB total storage, with 30 GB or more available.
• Hard-wired Ethernet connection required; Wi-Fi-only connections are not acceptable.
• Internet speed of at least 30 Mbps download and 10 Mbps upload.
• Maximum latency of 50 milliseconds.
• Monitor resolution of at least 1920 × 1080 (Full HD/1080p).
• Two monitors are required.
• USB 3.0 port for approved USB headsets and flash drives.

Unsupported equipment includes ARM-based computers, Chromebooks, netbooks, tablets, mobile devices, and macOS devices.