Roadside Assistance Support

What to Expect As An Agent

 

  • 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:

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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.


Capabilities of Top Performing Agents for this Program

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  • Deliver fluent written and verbal English

  • Demonstrate a proven ability to deal with challenging customers and situations

  • Be confident inability to achieve metrics

  • Build and maintain strong working relationships through exceptional communication.

  • Provide proven problem-solving capabilities to deliver practical solutions

  • This is a best fit Opportunity for an agent wanting to service from 8: 00 AM – Noon EST and/or 4:00 PM -8:00 PM EST as 50% of hours offered fall in these drive time windows.

  • A working knowledge of Google maps and other mapping resources.

 


Equipment Requirements


*No Chromebooks or Mac systems are capable

PC Requirements:
Dual-core 2.8 GHz or better or Intel " i " class or AMD Phenom X2 class or better.
64 GB total Hard Drive or higher. 
4 GB of RAM or better
USB VoIP Headset.
Windows 10 or 11
Hard-wired connection (no wireless) Minimum 10 Mbps download / Minimum 3 Mbps upload
 
 

 

Available Hours

7 days a week, 24 hours a day, 365 days 

Client requests agents service 20 hours per week, 5 hours Sat and/or Sun

 

Starting Pay: $12.00 per hour