• 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 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.

Capabilities of Top Performing 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 hours offered fall in these drive time windows.

• A working knowledge of Google maps and other mapping resources.