Roadside Assistance Customer Service Role

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.

Turbotax Inbound Customer Service & Software Tech Support

About the Client | Intuit Inc. TurboTax

Intuit Inc. is an enterprise software company that develops financial and tax preparation software and related services for small businesses, accountants and individuals. TurboTax is a tax preparation software
package and is one of the most popular income tax preparation software packages in North America. The software is designed to guide users through their tax returns step-by-step. The hourly pay for this role is $14 and you will be paid Biweekly. You will receive a free training and passing a certification exam is required prior to the production schedule. This opportunity is a limited engagement opportunity to service the Intuit TurboTax program during the 2024 tax season. Those who will be hired to this program will be offered an Statement of Work from e from 01/26/2024 – 04/30/2024. The Application and course enrollment deadline is November 15, 2023, the course will start November 27/2023 and the production schedule will start on December 20 2023.

Class Schedule
Phase I: 01/02/2024
Phase II: 01/03/2024 – 01/25/2024

Class Times Offered
Monday – Friday

9:00 a.m. – 1:00 p.m. ET
10:00 a.m. – 2:00 p.m. ET
1:00 p.m. – 5:00 p.m. ET
4:00 p.m. – 8:00 p.m. ET
6:00 p.m. – 10:00 p.m. ET

Servicing Times Available

Intervals Available
7 days a week
8:00 a.m. – 12:00 a.m. ET

Special Servicing Requirements

4 hours (8 intervals) required
on Saturdays and/or Sundays
3 hours (6 intervals) required
on Mondays
Peak Week Requirements

20 hours (40 Intervals) week of Jan. 28th – Feb. 3rd
20 hours (40 Intervals) week of Apr. 7th – Apr. 13th
System and Equipment Equipment Must Meet Platform Standards

Additional equipment required.
Enrolled agents who have not serviced the program previously will receive a Logitech C170
Webcam which will be used while servicing.
If you previously serviced the TurboTax program, please use the webcam already provided to you.
Agents must also have:

Noise Cancelling Headset
i5 (or equivalent), i7 recommended
Current OS patches (last 15 days)
Anti-malware solution with current definitions (15 days)
Active firewall
Global Protect 5.2.11 or higher
What to Expect

Inbound phone and video customer service/technical support. Handle technical
support questions via phone, with video capability – and occasional chat.
Research, analyze and determine an appropriate course of action for TurboTax
customers.
Interact with customers via phone focusing on software navigation questions as well
as assisting customer with locating prior years’ returns and amendments.
Serve as ambassador for the Intuit brand; take a caring and empathetic approach
to customer interactions and/or escalation to a higher level of expertise.
Document all issues, resolution and follow up action.
Capabilities of Top Performing Service Partners for this Program

Outstanding problem-solving skills
Displays patience, empathy, an ability to manage stress, the ability to work
under pressure
Skilled and efficient in writing and verbal communication
Outstanding listening skills
Provides knowledgeable, friendly and eloquent customer service
Understanding how to navigate and efficiently use tools
TRAINING DETAILS

Phase I. “Log-In Party”

This phase is an opportunity for agents to learn how to log-in to all systems and troubleshoot any challenges prior to the start of class date.

Phase II. Instructor-Led & Self-Paced Learning

This phase requires strong attention to detail, lengthy periods of intense concentration, and a great deal of learner involvement and class participation consists of three weeks: Four hours of instructor-led content and up to two hours of self-paced content per day.

Certification Completion Criteria

100% completion of all self-paced work on a daily basis
90% or greater on commitment adherence quiz
90% or greater on final assessments
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.

IMPORTANT INFORMATION REGARDING BACKGROUND CHECKS

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.