Onsite - Roadside Assistance, Customer Service Representative

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 https://www.agero.com/.

About the Role:

Join our compassionate team as an Onsite - Roadside Assistance, Customer Service Representative at our Clarksville, TN contact center. In this role, you’ll provide empathetic support to customers facing roadside emergencies. As a leader in the digital driver and roadside assistance industry, we are dedicated to delivering timely and exceptional service to stranded motorists. Your primary focus will be to assess and resolve customers' emergency roadside situations with empathy and urgency, ensuring they feel safe, supported, and reassured during these stressful moments.

Your Impact:

As an Onsite Response Associate, you’ll play a critical role in shaping the customer experience. You’ll be the reassuring voice guiding customers through real-time challenges such as towing, flat tires, lock-outs, jumpstarts, and winching, even when they are overwhelmed or upset. Your ability to stay calm under pressure and prioritize their needs will be essential in enhancing their experience.

Your Key Responsibilities Include:

• Empathy in Action: Handle each customer interaction with genuine empathy and act quickly and compassionately to support them in stressful roadside emergency situations.
• Multi-Tasking Mastery: Navigate a multi-screen web system efficiently while speaking with customers on the phone and accurately documenting details to dispatch service providers.
• Effective Two-way Communication: Communicate empathetically with customers, actively listen to their roadside emergency details, set clear expectations, and collaborate with service providers and managers to relay accurate information and ensure timely solutions.
• Problem-Solving & De-Escalation Skills: Use critical thinking to solve challenging roadside issues, stay calm and solution-focused under pressure, and deliver innovative solutions that exceed customer expectations. 

Qualifications:

• A genuine passion for helping others, supported by volunteer experience or community involvement.
• Strong computer skills, including the ability to open, create, and modify various documents using Google Workspace (Docs, Sheets, Slides, Gmail) and enter/retrieve customer and vehicle information using web-based systems.
• Previous experience in a customer service, sales, or technical support role, preferably in a fast-paced contact center environment.
• This is an onsite position. Applicants must reside within commutable distance (up to 50 miles) of our Clarksville, TN contact center at 2971 International Blvd, Clarksville, TN 37040.
• Able to successfully pass a criminal background check.

Please note: This is an in-person position located at our Clarksville, TN contact center at 2971 International Blvd, Clarksville, TN 37040. Associates are expected to work on-site; however, following the new hire period, those demonstrating good performance and attendance may have the opportunity to work some days remotely from home. *Associates working from home, must provide their own compatible remote equipment. This includes a private, hardwired, high-speed internet connection, a desktop or laptop computer, a wired headset, and a webcam. Hybrid work eligibility and equipment compatibility will not be determined until after the new hire period.

Start Date: Monday, 10/21/2024

Training Schedule: 8:00 am to 4:30 pm CST, M-F for 2 weeks 

Production Shift: 8:00 am to 4:30 pm CST, M-F

Click here to learn more about pay, benefits, and training!

We want to hear from you! 

If you’re passionate about helping others, excel in clear communication, and thrive on making a real-time impact, join our Clarksville, TN team to deliver exceptional roadside assistance. Enjoy in-person world-class training, ongoing onsite support, and advancement opportunities. Help customers through emergency situations, grow your career, and make a genuine difference—apply now!