Remote Customer Support Representative (Roadside Assistance)

United States

Job Type

Contract

About the Role

On a day-to-day basis, Service Partners can expect to participate in the following activities
using the new and exciting Agero Next Generation Platform (NGP):
• 24/7 service of inbound calls for roadside assistance and other service requests from
client’s customers and/or client account representatives for assistance with items such as:
– a vehicle that won’t start
– flat tire(s)
– keys locked inside a car
– vehicle out of gas
– vehicle in an accident
• Place outbound calls to list of client’s service providers to secure appropriate towing
assistance to resolve the customer’s needs
• Possible outbound calls to client, client’s customers and/or client account representatives
for status and clarification purposes.
• Transfer inbound calls or outbound calls to other client-designated internal support
departments or client account representatives
• Outbound coordination to client’s service providers & possible follow up calls for
clarification and/or additional calls for secondary services
• Probe to identify the need of the customer based on vehicle inoperable situation
• Identify the customer’s location using Google Maps and other client tools
• Provide policy coverage details based on the specific client program
• Secure a Service Provider to assist the customer, based on the parameters of the policy’s
program
• Provide status updates to customers calling after the initial request for assistance was
processed

Requirements

  • Must have own equipment. 

  • Desktop or Laptop computer with windows 10 operating system. 20 GB of availabe space. 60 GB or more of total space

  • Highspeed internet. Hard - wired. No WiFi. Connection must be ethernet. Minimum 10 mbps download speed / Minimum 3 mbps upload speed

  • Dual Monitors may be required with some positions

  •  Noise cancelling headset with microphone

  • Landline telephone

  • 4 GB of Ram minimum. 8 GB of Ram or better is preferable

About the Company

Agero provides emergency roadside assistance to customers that have emergency roadside benefits as part of their automotive insurance policy or their new vehicle owner’s package. Assist customers in their time of need, whether it's a flat time, a car that won't start or they've been locked out, you'll be there to provide much needed help to get them back on the road. Additionally, handle customer callbacks. This is an ASD (Arise Secure Desktop) program.