Certified RV Mechanic/Technician (Remote)

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 www.agero.com.

Role Description and Mission:

This is a remote, work from home, position taking incoming calls from stranded motorists in Recreational Vehicles. You will be assisting customers with determining the diagnosis of their RV's mechanical issue and proving troubleshooting over the phone. While this is a remote contact center position, it is required that you have experience working as an RV Mechanic or Technician and hold any level of the ASE, RVIA/RVTI, TRAA Certifications. You will be assisting customers remotely over the phone, who are on the side of the road in sometimes stressful situations. Strong computer navigation, verbal communication and empathy skills are preferred. 

Handles customer service inquiries and problems associated with the servicing of company's client base. Answers all basic and routine customer contacts as well as more complex customer problems and/or complaints. Utilizes computer applications to provide professional service.

Key Outcomes: 

• Answers all service calls and logs them as appropriate on the computer system.
• Explains all benefits, services and claims/reimbursement procedures.
• Understands the various computer screens and how to utilize them effectively.
• Interfaces with customers, clients and vendors, and escalates areas of concern to the appropriated supervisory staff.
• Attends assigned training sessions for further improvement in client and customer satisfaction, client information and job performance.
• Adheres to all company and specific Contact Center policies and procedures.
• May maintain faxing, downloading and other databases specific to department.
• May retrieve, review, and respond to email inquiries via phone or written response.
• Completes any work as assigned by Management.

Skills, Education and Experience:

Service Oriented/Internal Customer Service Informing and Communicating Teamwork Interpersonal Communication Personal Accountability Resiliency

REQUIREMENTS: Must hold a current RVIA/RVTI Certification (any level).

EDUCATION: High School Diploma/G.E.D or equivalent work experience.

EXPERIENCE: Previous working experience as an RV Mechanic/Technician in a repair shop setting.1-2 years of customer service experience, contact center environment preferred.

COMPLEXITY: Utilizes empathy, listening skills, and a courteous and a helpful attitude to focus on providing quality customer service. Applies problem solving skills and sound reasoning to suggest possible resolutions. Strong oral and written communication skills. Able to adapt to a changing work environment and the willingness to learn new skills and develop greater job knowledge. 

RELATIONSHIPS: Communicates with associates, customers and clients in a professional manner. Effectively teams with peers, supervisors, and management to achieve corporate and client goals.

ADDITIONAL REQUIREMENTS: Flexible work schedule including nights, weekends, and holidays as business need dictates.

SPECIAL REQUIREMENT: RVIA/RVTI Certified.

• United States: AZ, FL, NM, TN, TX, 

This is a remote, work from home, position taking incoming calls from stranded motorists in Recreational Vehicles. You will be assisting customers with determining the diagnosis of their RV's mechanical issue and proving troubleshooting over the phone. While this is a remote contact center position, it is required that you have experience working as an RV Mechanic or Technician and hold any level of the ASE, RVIA/RVTI, TRAA Certifications. You will be assisting customers remotely over the phone, who are on the side of the road in sometimes stressful situations. Strong computer navigation, verbal communication and empathy skills are preferred.