Remote Response Associate, Roadside Assistance (CSR

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

For our technical positions, we love to get you started in person! You may be required to travel to Medford for your initial onboarding. Don t worry about the logistics - once you re hired, we handle all travel arrangements and expenses for you.

Are you a quick-thinking problem solver who thrives on helping others in their time of need? Do you want to make a real difference and have a lasting impact on customers?

Agero is actively seeking Remote Response Associates to join our Roadside Assistance department, where you will help rescue stranded customers off the side of the road. When a vehicle breaks down, you are the driver's first point of contact. Taking real-time inbound calls from motorists across the U.S., you will be the calming voice that turns an unpredictable, highly stressful situation into a solved problem.

You will provide a clear roadmap of what they can expect next, guiding them through an urgent and unplanned event. Just like an everyday superhero, you are stepping in to save their day and get their plans back on track!

• Handle High-Volume Calls:
  Gather essential details regarding location and vehicle issues to dispatch assistance quickly for stranded motorists in real-time.
• Dispatch with Accuracy:
  Coordinate efficiently with external service providers to ensure the right help arrives at the right time.
• De-escalate & Support:
  Use active listening and empathy to calm frustrated or anxious customers, navigating heightened emotions during uncertain situations.
• Navigate Digital Tools:
  Utilize multiple web-based systems and dispatch tools simultaneously to track service progress accurately.
• Excel in a Virtual Team:
  Thrive in a performance-driven remote environment, collaborating with peers and managers via Zoom and Google Chat.

This isn t your typical, script-reading customer service role. We have a high bar for talent because our drivers need real help in real-time. Every single call involves a stressful situation - some customers will be panicking, others might be crying, and many wont even know exactly where they are stranded. To succeed here, you need to bring your A-game every shift, every call.

• Empathy in Action:
  You have a natural ability to genuinely understand what a stranded driver is going through. You can authentically connect with people, stay patient, validate their fears, and give them the real reassurance they need when they are stuck in a dark parking lot or on a busy highway.
• Effective Communication & Listening:
  True communication starts with listening. You need to actively listen to absorb the critical details from a worried caller, ask the right questions, and probe for missing information. From there, you'll use a steady, confident voice to give clear directions to our roadside partners and explain the next steps to the customer so they feel completely…