Evening Roadside Intake Agent

The Roadside 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.

Schedule: 5 days a week / 12PM-9PM / will work at least one weekend day

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.
• After navigating the intake process the agent will locate a service provider to assist using various tools and relaying the pertinent information for the service provider to successfully perform dispatch

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.
• Ability to be onsite 5 days per week
• 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 30-40 calls per day.
• May require occasional weekend or holiday shifts.
• Reports to: Roadside Contact Experience Supervisor

General Compensation Disclosure

We offer a starting pay rate of $16.00 per hour, with a structured, guaranteed step pay progression as you reach key milestones with us:

• Upon successful completion of your training (3 months), your pay increases by $0.50 to $16.50 per hour.
• At your 6-month milestone, you will receive another $0.50 increase to $17.00 per hour.
• On your 1-year anniversary, your rate rises by $0.50 to $17.50 per hour.
• On your 2-year anniversary, you will receive a $1.00 bump to $18.50 per hour.
• On your 3-year anniversary, your pay reaches $20.00 per hour (an additional $1.50 increase).