Roadside Assistance Support

What to Expect As An Agent

 

  • 24/7 service of inbound calls for roadside assistance and other service requests from client’s customers and/or client account representatives for assistance with items such as:

a vehicle that won’t start
flat tire(s)
keys locked inside a car
vehicle out of gas
vehicle in an accident

  • Place outbound calls to list of client’s service providers to secure appropriate towing assistance to resolve the customer’s needs
  • Possible outbound calls to the client, client’s customers, and/or client account representatives for status and clarification purposes.
  • Transfer inbound calls or outbound calls to other client-designated internal support departments or client account representatives
  • Outbound coordination to client’s service providers & possible follow up calls for clarification and/or additional calls for secondary services
  • Probe to identify the need of the customer based on vehicle inoperable situation
  • Identify the customer’s location using Google Maps and other client tools
  • Provide policy coverage details based on the specific client program
  • Secure a Service Provider to assist the customer, based on the parameters of the policy’s program
  • Provide status updates to customers calling after the initial request for assistance was processed

The IDeAL  Agents for this Program

  • Deliver fluent written and verbal English

  • Demonstrate a proven ability to deal with challenging customers and situations

  • Be confident inability to achieve metrics

  • Build and maintain strong working relationships through exceptional communication

  • Provide proven problem-solving capabilities to deliver practical solutions

  • This is a best-fit Opportunity for an agent wanting to service from 8: 00 AM-Noon EST and/or 4:00 PM -8:00 PM EST as 50% of intervals offered fall in these drive time windows

  • Working knowledge of google maps and other mapping resources.

Equipment Requirements

*No Chromebooks or Mac systems are capable

 

  • PC Requirements:
  • Dual-core 2.8 GHz or better or Intel " i " class or AMD Phenom X2 class or better.
  • 64 GB total Hard Drive or higher. 
  • 8 GB of RAM or better (16 GB is [preferred)
  • USB VoIP Headset.
  • Windows 11
  • Hard-wired connection (no wireless) Minimum 10 Mbps download / Minimum 3 Mbps upload

Available Hours

7 days a week

24 hours a day

365 days a year

Client requests agents service 20 hours per week, 5 hours Sat and/or Sun


Starting Pay: $12.00 per hour (Regular)

Starting Pay: $15.00 per hour (Max. *specific requirements for this level)