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 https://www.agero.com/.

Note: 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.

Role Description and Mission: The Job & Why It Matters

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!

As a Remote Response Associate, you serve as a lifeline for customers facing roadside emergencies such as flat tires, lockouts, dead batteries, fuel deliveries, and towing due to mechanical failures. Because customers often reach out feeling overwhelmed or unsafe on the side of the road, in dark parking lots, or while traveling in unfamiliar areas, you will manage these high-stress situations with calm, empathetic guidance and consistent reassurance.

Leading with a customer-first mindset, you will coordinate directly with external service providers to ensure the accurate and rapid dispatch of tow trucks and service vehicles. Your ability to stay calm and make quick decisions under pressure directly impacts customer safety, satisfaction, and our reputation for service excellence as a trusted, industry-leading roadside provider.

Key Outcomes: What you'll do

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.

Skills, Education, & Experience: What We’re Looking For

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 won't even know exactly where they are stranded. To succeed here, you need to bring your A-game every shift, every call.