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 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. AGERO IS NOW HIRING FOR MULTIPLE UPCOMING REMOTE TRAINING CLASSES IN ROADSIDE ASSISTANCE! We are actively seeking Response Associates (Customer Service Representatives) to handle inbound calls within our Roadside Assistance department. As the first point of contact for customers experiencing vehicle breakdowns or emergencies, you will provide calm, empathetic support, dispatch service providers, and ensure every customer feels safe and supported. Upcoming Start Dates: NEW HIRE CLASS START DATE TRAINING SCHEDULE SHIFT TYPES PRODUCTION SCHEDULES CLASS A: Monday, May 11th, 2026 9:00 am - 5:30 pm EST, M-F. (2 weeks) Full Time. Early Mornings & Days. Start times between 4am and 10am EST CLASS B: Monday, June 8th, 2026 9:00 am - 5:30 pm EST, M-F. (2 weeks) Full Time. Early Mornings, Days, Afternoons, Evenings, & Nights Start times between 4am and 11:00pm EST CLASS C: Monday, June 22nd, 2026 1:00 pm - 9:30 pm EST, M-F. (2 weeks) Full Time - Afternoons, Evenings, & Nights Start times between 12pm and 5pm EST About the Role As a Response Associate, you serve as a lifeline for customers facing roadside emergencies such as flat tires, lockouts, dead batteries, and mechanical failures. Because customers often reach out feeling overwhelmed or unsafe, you will manage these high-stress situations with calm, empathetic guidance and consistent reassurance. You will coordinate directly with external providers to ensure the accurate and rapid dispatch of tow trucks and service vehicles. Your ability to make quick decisions under pressure directly impacts customer safety, satisfaction, and our reputation as a trusted roadside service provider. What You'll Do Handle High-Volume Calls: Gather essential details regarding location and vehicle issues to dispatch assistance quickly. Dispatch with Accuracy: Coordinate efficiently with 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. Navigate Digital Tools: Utilize multiple web-based systems and dispatch tools 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. Training and Schedules Attendance & Performance: 100% attendance is required during the training period to ensure your success. Your performance will be assessed throughout this time, and you will have ongoing opportunities for cross-training to expand your skills and advance your career. Mandatory Training: Each start date includes two weeks of mandatory paid training (Monday–Friday). Attendance is required and schedules cannot be modified. Production Schedules: After training, you will transition to your selected Production Schedule. These shifts are based on current business needs and vary by start date. Weekend & Holiday Availability: As we provide 24/7 Roadside Assistance, most schedules include at least one weekend day and holiday coverage. This is a Full-Time position only. Commitment: Production schedules are static. New hires must keep their selected schedule for 90 days and then are eligible to request changes if desired. Our associates participate in semi-annual shift bids. Selection Process: Schedules are chosen during the offer process on a first-come, first-served basis. Available shifts are subject to change based on business requirements. CLASS A: FULL START DATE LAST DATE TO APPLY TRAINING SCHEDULE SHIFT TYPES PRODUCTION SCHEDULES Monday, May 11th, 2026 Friday, May 1st, 2026 at 5:00 pm EST 9:00 am - 5:30 pm EST, M-F. (2 weeks) Full Time. Early Mornings & Days. Start times between 4am and 10am EST Available production schedule options after training (all schedules listed in Eastern Standard time zone): 4:00 am to 12:30 pm: Tue|Wed off || Mon|Sun off 5:00 am to 1:30 pm: Mon|Tue off || Fri|Sun off 6:00 am to 2:30 pm: Tue|Wed off || Mon|Sun off 7:00 am to 3:30 pm: Tue|Wed off || Thu|Fri off 8:00 am to 4:30 pm: Mon|Sat off || Wed|Sun off 9:00 am to 5:30 pm: Thu|Fri off || Tue|Sat off 10:00 am to 6:30 pm: Tue|Sun off || Wed|Thu off CLASS B: START DATE LAST DATE TO APPLY TRAINING SCHEDULE SHIFT TYPES PRODUCTION SCHEDULES Monday, June 8th, 2026 Friday, May 29th, 2026 at 5:00 pm EST 9:00 am - 5:30 pm EST, M-F. (2 weeks) Full Time. Early Mornings, Days, Afternoons, Evenings, & Nights. Start times between 4am - 11pm EST Available production schedule options after training (all schedules listed in Eastern Standard time zone): 3:00 am to 11:30 am: Wed|Thu off || Mon|Sun off 4:00 am to 12:30 pm: Mon|Tue off || Fri|Sun off 5:00 am to 1:30 pm: Mon|Sat off || Wed|Thu off 6:00 am to 2:30 pm: Tue|Wed off || Thu|Fri off 7:00 am to 3:30 pm: Mon|Sat off || Wed|Sun off 8:00 am to 4:30 pm:Thu|Fri off || Tue|Sat off 10:00 am to 6:30 pm: Tue|Sun off || Wed|Thu off 12:00 pm to 8:30 pm: Mon|Tue off || Tue|Wed off || Thu|Fri off 2:00 pm to 10:30 pm: Mon|Sun off || Wed|Thu off || Fri|Sat off 3:00 pm to 11:30 pm: Tue|Sun off || Mon|Sat off || Mon|Tue off 5:00 pm to 1:30 am: Thu|Fri off || Tue|Sat off || Fri|Sun off 5:30 pm to 2:00 am: Tue|Wed off || Mon|Thu off CLASS C: START DATE LAST DATE TO APPLY TRAINING SCHEDULE SHIFT TYPES PRODUCTION SCHEDULES Monday, June 22nd, 2026 Friday, June 12th, 2026 at 5:00 pm EST 1:00 pm - 9:30 pm EST, M-F. (2 weeks) Full Time. Afternoons, Evenings, & Nights Start times between 12pm - 5pm EST Available production schedule options after training (all schedules listed in Eastern Standard time zone): 12:00 pm to 8:30 pm: Mon|Tue off || Tue|Wed off || Thu|Fri off 2:00 pm to 10:30 pm: Mon|Sun off || Wed|Thu off || Fri|Sat off 3:00 pm to 11:30 pm: Tue|Sun off || Mon|Sat off || Mon|Tue off 5:00 pm to 1:30 am: Thu|Fri off || Tue|Sat off || Fri|Sun off 5:30 pm to 2:00 am: Tue|Wed off || Mon|Thu off Pay, Benefits,and Career Growth Starting Pay: $16.25 per hour Bonus and Incentives: Opportunity to earn monthly performance and attendance bonuses + Shift differentials for working evenings, nights, overnights, and weekends! ($1.75 to $2.50 per hour.) Benefits: Medical, Dental, and Vision; 401(k) with match; Paid Time Off; Tuition Reimbursement; and Complimentary Roadside Assistance. Career Growth & Development: Invest in your future with access to online skill-building courses, mentorship, and cross-training programs designed to build the expertise needed for advancement at Agero. Compensation 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. What We’re Looking For Empathy in Action: You have a natural ability to connect with customers, validate their feelings, and provide genuine reassurance during stressful situations. Effective Two-Way Communication: Strong active listening skills paired with the ability to provide clear, concise explanations for updates and solutions. Sound Judgment Under Pressure: The ability to stay composed and make fast, informed decisions during roadside emergencies. Multitasking Mastery: Highly organized and capable of managing calls, dispatch requests, and multiple systems simultaneously. You can comfortably speak with customers or providers while typing detailed notes and navigating multiple screens. Problem-Solving & De-escalation: A patient and professional approach to resolving customer concerns, with a talent for turning a difficult situation into a positive experience. Computer & Technical Proficiency: Skilled at navigating digital tools and dispatch software with confidence. You are comfortable using Google Workspace (Gmail, Docs, Sheets) and can type at least 30 wpm accurately. Position Requirements Location: Must currently reside in Alabama, Arizona, Florida, Georgia, Mississippi, Tennessee, or Virginia. Experience: 1+ year of customer service experience, ideally in a fast-paced contact center. Reliable tenure, demonstrated career growth, and a background in remote work are strongly preferred. Experience in retail, fast-food, hospitality, administrative, or warehouse/production roles is highly transferable and valued. Customer Focus: A genuine passion for helping others with a proven track record in customer-facing support roles. Technical Skills: Proficient in Google Workspace (Docs, Sheets, Gmail) and skilled at navigating web-based systems to manage customer and vehicle information. Remote Readiness: Ability to thrive in a virtual contact center, collaborating effectively via phone, email, chat, and Zoom. Flexibility: Open availability for all shifts, including days, evenings, nights, weekends, and holidays - to support our customers during peak times. Background Check: Must successfully pass a criminal background screening. Home Office (BYOD): Requires a dedicated, quiet workspace. You must provide your own equipment, including a compatible personal desktop or laptop, wired high-speed internet, a webcam, a cell phone, and a USB- headset. Remote Technology Requirements To ensure your success, your home office must meet the following technical specifications, which will be verified via the Harver System Checker during the application process. Required Equipment & Specs: Computer: Personal desktop or laptop (manufactured in 2020 or later). Operating System: Must be running a current, manufacturer-supported version of Windows 11 (version 24H2, 25H2, or newer). Processor: Intel or AMD 2+ cores, minimum 3.5 GHz (boosted/turbo speed). Memory & Storage: 8 GB RAM (or greater) and at least 20 GB of free space. Peripherals: Webcam and a usb-wired headset. Browser: Google Chrome (23+) or Mozilla Firefox (3+). Internet: Secure, wired high-speed connection (no Wi-Fi). Min Download: 25 Mbps | Min Upload: 10 Mbps | Max Latency: 80ms–100ms. Mobile Device: An active cell phone capable of SMS text and app downloads for two-step authentication. Incompatible Devices (Not Allowed): Work-Issued Computers: To install our software, you must have full Administrator privileges on your computer. Company-issued devices have security restrictions that prevent them from being compatible and cannot be used for this job. Devices: MacBooks, iPads, iMacs, Chromebooks, Surface Pro/Go, or Samsung Notebooks. Connections: Mobile hotspots, Wi-Fi, satellite internet, or USB tethering. Software: VPNs, privacy/proxy services, or hosted/virtual PC services. Unsupported OS: Windows 10 (all versions) and older versions of Windows 11 that have reached "End of Life" status with Microsoft. Before Applying: Verify Your Windows Version: As of November 2025, Microsoft has discontinued support for older versions of Windows 11. You must be on a supported Windows OS version 11 24H2 or 25H2 (or newer) to be eligible. Check Your Version: Press the Windows Key + R, type "winver", and hit Enter. Upgrade if Needed: If you are on an unsupported version, go to Settings > Windows Update and select Check for Updates. Alternative: Download the Windows 11 Installation Assistant from Microsoft’s official site to run the update manually. Upgrades are typically free and take only a few minutes. The Hiring Process Our selection process is transparent and conversational because we want to learn about your career goals and passion for service beyond just what’s on your resume. We’re looking for high-energy individuals who combine strong communication and multitasking skills with a knack for problem-solving and a comfort with evolving technology. If you’re eager to grow your professional journey with us, let’s talk and see if we’re a match. The Step-by-Step Journey: Application: Submit your information through our careers page—it only takes a few minutes! Tech & Skills Check: Keep an eye on your email for a "Magic Link" from Harver to complete your 10-minute diagnostic and assessment. The Video Interview: If your profile aligns, you’ll be invited to a Zoom interview to discuss your experience and goals. Shift Selection: If moved forward, you'll receive a link to select your production schedule. Note: Schedules are full-time and require a 90-day commitment before change requests can be reviewed. Criminal Background Check: We conduct a thorough review of misdemeanors (10 years) and felonies (lifetime). While not all charges are disqualifying, we maintain strict standards for security reasons. Offer & Onboarding: Official offers are contingent upon a clear background check and completion of all tasks by the designated onboarding deadline. Hiring Remotely In: AL, AZ, FL, GA, MS, TN, and VA WE WANT TO HEAR FROM YOU, APPLY TODAY! If you are driven by a passion for service and are committed to making a positive impact, we invite you to join our contact center team Grow your career with Agero and make a genuine difference every day. Immediately after you apply, check your inbox for a "Magic Link" from Harver to start your Tech Diagnostic and Computer Skills Assessment! It only takes about 10 mins total to complete and qualified candidates will be contacted to schedule an interview ASAP! 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. For Contact Center Roles: Accrual of up to 3 weeks Paid Time Off per year, 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 e