Job Description: Roadside Assistance Agent (Contract / 1099 / Part-time/ Full-time)
Position Overview:
As a Roadside Assistance Agent, you will serve as the critical first point of contact for customers who experience vehicle-related issues, often in stressful or urgent situations. This role is centered on providing immediate, expert assistance to individuals in need of roadside help, such as those dealing with flat tires, dead batteries, fuel shortages, lockouts, or other breakdowns. You will be the voice of reassurance, calm, and professionalism, guiding customers through their challenges with empathy and expertise. With our operations running 24 hours a day, 7 days a week, you will be expected to manage calls efficiently, solve problems in real-time, and ensure customers receive timely and effective roadside assistance.
This position involves a combination of phone-based customer service, real-time troubleshooting, and coordinating with service providers to ensure that help arrives as quickly as possible. Your success in this role will be driven by your ability to handle multiple tasks simultaneously, maintain focus during high-pressure situations, and keep customers informed throughout the process. You will be responsible for assessing the nature of the situation, dispatching the appropriate services, and providing clear and accurate updates to customers, ensuring that their experience is smooth, hassle-free, and stress-free.
Additionally, you will be working in a collaborative and supportive environment with other team members and dispatchers, ensuring that every call is handled efficiently and with the utmost care. You will have access to training, resources, and ongoing support, but a key part of your success will come from your ability to think on your feet and remain calm and resourceful during high-stress calls. Whether you are dealing with a minor inconvenience like a flat tire or a more serious emergency, your ability to provide timely, accurate assistance will make all the difference in the customer’s experience.
Being part of a 24/7 operation means that you must be flexible and ready to take on various shifts, including nights, weekends, and holidays. Roadside assistance needs never stop, and as such, you will be expected to provide support to customers at all hours of the day or night. Your contributions will directly impact our ability to maintain high customer satisfaction levels and ensure the safety and security of motorists everywhere.
Key Responsibilities:
- Customer Assistance and Problem-Solving: Answer incoming calls from customers requiring roadside assistance, assess their situation, and gather relevant details, such as vehicle make/model, location, and the nature of the issue (e.g., flat tire, dead battery, lockout).
- Dispatch Coordination: Efficiently dispatch the appropriate service provider (e.g., tow trucks, roadside technicians, locksmiths) to the customer’s location, ensuring that the service is performed quickly and safely.
- Continuous Communication: Maintain constant communication with customers throughout the assistance process, providing updates on estimated arrival times and ensuring that customers are informed every step of the way.
- Handling Emergency Situations: Stay calm and focused in high-pressure or emergency situations, offering reassurance and step-by-step instructions if necessary (e.g., how to stay safe while waiting for help to arrive).
- Record Keeping: Accurately log customer interactions, details of the service provided, and any other relevant information into the system for future reference and tracking. Ensure that all data is up-to-date and accessible for future follow-ups.
- Follow-Up and Feedback: After the service is completed, check in with the customer to ensure their satisfaction and gather feedback about the service experience. Use this feedback to identify areas for improvement.
- Collaboration with Service Providers: Build and maintain relationships with a network of trusted roadside service providers, ensuring that all service requests are fulfilled in a timely and professional manner.
- Adherence to Company Policies: Follow all company procedures, safety protocols, and compliance regulations while delivering services. Adhere to operational standards for customer service, performance metrics, and response times.
- Shift Flexibility: Adapt to various shifts, including nights, weekends, and holidays, to ensure that 24/7 operations continue seamlessly. You may be required to work during peak demand times, such as inclement weather or holiday travel periods.
Availability needed:
- Ability to service at least 15 hours a week
- After training, you will select your own hours while meeting the required hours per week.
- Operation Hours: 24/7
- Training hours Monday – Friday
8:00 a.m. – 12:00 p.m. CST
1:00 p.m. – 5:00 p.m. CST
5:00 p.pm – 9:00 p.m. CST