Flexible Freelance Full Time Part Time Temporary

Roadside Assistance Customer Service Role

Posted 3 months ago
$11 - $15 per hour
Application deadline closed.

Job Description

About the Client 

Agero provides emergency roadside assistance to customers that have emergency roadside benefits as part of their automotive insurance policy or their new vehicle owner’s package.11 out of 15 top insurance carriers support their customers through Agero, and 75% of new passenger vehicles sold in the U.S. use Agero to provide their customers with roadside assistance. The hourly pay is $12 per hour and you will be paid Biweekly. You will receive a free training and passing a certification exam is required prior to the production schedule. The Application and course enrollment deadline is November 09, 2023, Course will start November 16/2023 and the production schedule will start on December 31 2023.

Class Schedule
Phase I: 11/15/2023 – 11/30/2023
Phase II: Start Earning Revenue!
12/1/2023 – 12/18/2023

Class Times Offered
Monday – Friday
9:00 a.m. – 1:00 p.m. ET
6:00 p.m. – 10:00 p.m. ET

What to Expect
On a day-to-day basis, Service Partners can expect to participate in the following
activities using the new and exciting Agero Next Generation Platform (NGP):

  • 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 Service Partners for this Program

  • This is a best fit opportunity for Service Partners who want to service from 8:00
    a.m. – 12:00 p.m. ET and/or 4:00 p.m. – 8:00 p.m. ET – as 50% of intervals
    offered fall in these drive time windows.
  • A working knowledge of google maps and other mapping resources.

PHASE I: Instructor-Led eLearning & Self-Paced Work

In this phase, agents will learn about the client, how to successfully map and locate customers and how
to navigate the system.

Requires strong attention to detail, lengthy periods of intense concentration, and a great deal of learner involvement and class participation.

4 hours of instructor-led content per day and 2-hours of self-paced course work.

PHASE II. Instructor-Led Learning & Certification Call-Taking Earn While You Learn!

A combination of instructor-led class time and calltaking. Additional details will be provided in class.
An opportunity to apply what you’ve learned in Phase I, while earning revenue!

Service Partners will service at least 10 intervals per week outside of scheduled class time from Day 1 of Phase II until completion of the certification course.

During the Certification SOW, Service Partners are required to service a minimum of 15 hours (30
intervals) per week during times posted in Starmatic and as outlined in the SOW. Please review the
Certification SOW for additional information, including the end date.

Certification Completion Criteria

  • Complete pre-course work prior to day 1 of class (if applicable)
  • Successfully pass live certification call-taking days (if applicable)
  • 100% completion of daily self-paced work
  • 80% or greater on assessments, mid-term and final assessments
  • Participate in all call taking days as indicated above
  • Achieve an 85%+ QA Score on scored live certification calls
  • Success Strategies for Certification
  • Success Strategies for Production
  • Complete the Affidavit of Identification
  • All learners must complete the Service Partner Security Awareness self-paced course and
    score 85% or higher on the assessment before the last day of class in order to be certified

Important: If you do not show up to class on the first day, you will be dropped from the class with no exceptions. The Class Confirmation Deposit of $20.00 will not be refunded and you will need to enroll in a new opportunity if you wish to service a client program. We strongly suggest that you attend class every day – as this is critical to your company’s success. If you are not able to attend a class, please advise your instructor. Failure to notify your instructor could result in being dropped from class.

THIS OPPORTUNITY REQUIRES A BACKGROUND CHECK AND PHOTO ID VERIFICATION

We are only accepting applicants from the United States with the exclusion of California, Colorado, Connecticut, Illinois, Maryland, Massachusetts, Minnesota, New York, Oregon, Vermont, Washington, Wisconsin, and the District of Columbia.

This role requires the Background check and there is fees associated with it as it is done by the 3rd party company. With that being said, you will be required to pay $30.00 for background check and if you don’t pass it, we will not hire you. Please note a credit freeze will delay the process. If you have frozen your credit, you will have to temporarily lift the credit freeze with Experian. You do not need to lift the freeze at the other credit bureaus. Please lift the freeze for a minimum of 10 days. You will need to wait at least 24 hours before attempting the background check.

If you have recently changed your name, it may delay or disrupt the background check. Please
make sure that full and correct legal name is included in your profile and provided in the
background check step. Also, please ensure the Experian is aware of your name change.