Remote Roadside Emergency Response & Escalations Specialist — Remote (Texas

Remote Emergency Response & Escalations Specialist — Texas

$14.00 per hour in production | Paid training | 100% remote

Knowledge Rhino is hiring calm, capable customer support professionals to assist drivers during roadside incidents and vehicle emergencies.

This is a high-volume, inbound phone-support role requiring strong judgment and composure under pressure. Calls may range from routine situations—such as flat tires, dead batteries, lockouts, or towing needs to serious vehicle collisions involving frightened or injured callers.

As an Emergency Response & Escalations Specialist, you will assess each situation, gather accurate information, follow established procedures, and coordinate or escalation the appropriate response.

• Training pay: $10.00 per hour
• Production base pay: $14.00 per hour
• Paid training runs from August 24 through October 23
• Training is held Monday through Friday, from 8:00 AM to 2:30 PM Central Time
• Consistent attendance throughout training is required

Additional performance-based incentives may become available after training. Details will be provided once finalized.

• Answer inbound calls from drivers experiencing roadside incidents or vehicle emergencies
• Gather and verify the caller’s identity, location, vehicle information, and immediate needs
• Assess situations ranging from routine service requests to serious collisions
• Recognize calls requiring immediate escalation and follow established response procedures
• Calm and support callers who may be upset, frightened, injured, or under significant stress
• Coordinate appropriate roadside assistance or escalation
• Provide clear instructions and accurate expectations
• Document every interaction completely and accurately
• Navigate multiple systems while maintaining control of the conversation
• Meet expectations for attendance, quality, productivity, and customer service

• Previous call center, escalations, dispatch, roadside assistance, emergency response, or phone-support experience is preferred
• Strong verbal communication and active-listening skills
• Sound judgment and the ability to remain composed during stressful calls
• Confidence working with people who may be frightened, frustrated, or emotionally distressed
• Accurate data-entry and computer-navigation skills
• Ability to follow structured procedures without sounding scripted
• Ability to work independently in a remote environment
• Current residence in Texas
• Ability to pass a required background check

You must have, or be able to obtain before training:

• A Windows 11 computer
• At least 8 GB of RAM
• Dual monitors
• A reliable, hardwired Ethernet connection
• A hardwired USB noise-cancelling headset
• A webcam
• A quiet, private, distraction-free workspace

Equipment and internet requirements will be verified before training.

• Work entirely from home
• Receive paid, structured training
• Help drivers during situations where calm, capable support genuinely matters
• Build experience handling complex and high-impact customer interactions
• Join a growing remote team with opportunities for additional responsibility