This is a remote position.
What to Expect
On a day-to-day basis, agents can expect to participate in the following activities
24/7 service of inbound calls for roadside assistance and other service requests from clients’ 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 the list of clients’ service providers to secure appropriate towing assistance to resolve the customer’s needs
Possible outbound calls to 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 with client’s service providers & possible follow-up calls for clarification and/or additional calls for secondary services
Probe to identify the needs of the customer based on the vehicle’s 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
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