Job Details

Roadside Assistance Intake Agent

The Roadside Assistance Intake Agent is responsible for answering incoming calls from members requesting roadside assistance and accurately gathering the necessary information to ensure smooth coordination of services. This role involves collecting critical details of the members' situation and taking queues and clues to ask about any additional pertinent information around the problem. As an Intake Agent, you will ensure all information is recorded and relayed to the dispatch team for action. A strong focus on excellent customer service, call control, attention to detail and reassuring next steps with the member is essential.

What You'll Do:

• Communicate effectively while maintaining a calm presence answering incoming calls from members requesting roadside assistance
• Collect, assimilate and verify key details to be able to relay the appropriate information to the dispatch teams to aid the member
• Input and work with various systems to document information accurately and efficiently.
• Ensure that the appropriate roadside plan and coverage information is applied for resolution with the case.
• Be able to identify complex situations and escalate to a lead or supervisors as necessary.
• Maintain confidentiality and comply with company policies and procedures.
• Manage the call efficiently to maintain call metrics and quality scores to fulfill the company's customer experience expectations

What You'll Need to Have for the Role:

• High school diploma or equivalent.
• Previous customer service experience, preferably in a fast-paced environment.
• Strong communication and problem-solving skills.
• Ability to stay calm under pressure and manage multiple tasks simultaneously.
• Attention to detail and accuracy in data entry.
• Basic computer skills and ability to navigate call center software.
• Call center setting with the expectation of answering multiple calls throughout the shift.
• May require occasional weekend or holiday shifts.
• Reports to: Roadside Contact Experience Supervisor

Pay Range: $13.81-$16.70 Hourly

In addition to competitive pay, we offer Paid Time Off, 401(k), an Employee Assistance Program, Good Sam Roadside Assistance, discounts, paid parental leave (if eligibility is met), Tuition Reimbursement (if eligibility is met), and on the job training opportunities. Full-time associates are offered a comprehensive benefit package including medical, dental, vision and more! Part-time associates are offered access to dental & vision coverage!

We are an equal employment opportunity employer. The Company's policy is not to discriminate against any applicant or employee based on race, color, sex, sexual orientation, gender identity, religion, national origin, age (40 and over), disability, veteran or uniformed service-member status, genetic information, or any other basis protected by applicable federal, state, or local laws.