Job Description: Roadside Assistance Agent (Contract / 1099 / Part-time/ Full-time)

Position Overview: Remote Call Center Agent

As a Remote Call Center Agent, you will provide essential customer service support across a range of industries, including roadside assistance, healthcare transportation, and financial services. From your home office, you'll handle incoming calls, resolve customer inquiries, and coordinate services using established client protocols.

This role offers the flexibility to select from multiple contract types based on your skills and availability. After completing mandatory training, you will be able to choose your own working hours and support customers across the U.S.

Key Responsibilities

Customer Assistance and Problem-Solving

• Answer incoming calls from customers in need of roadside or other services

• Gather key information such as vehicle details, customer location, and issue type (e.g., flat tire, battery failure, lockout)

• Assess the situation to provide the most efficient solution

Dispatch Coordination

• Identify and assign the appropriate service provider (tow truck, roadside technician, locksmith, etc.)

• Ensure providers are dispatched promptly and services are completed safely and efficiently

Continuous Communication

• Maintain contact with the customer throughout the service process

• Provide accurate updates on technician arrival times and next steps

Handling Emergency Situations

• Stay calm and professional under pressure

• Offer clear, step-by-step safety instructions to customers in distress or emergency scenarios

Record Keeping

• Log all service interactions in detail within the system

• Ensure records are accurate and available for follow-up and reporting

Follow-Up and Feedback

• Conduct follow-ups with customers after service is delivered

• Gather and document feedback for quality control and service improvement

Collaboration with Service Providers

• Coordinate with a network of trusted roadside or transportation vendors

• Ensure service level agreements and standards are consistently met

Adherence to Company Policies

• Comply with all safety, privacy, and customer service protocols

• Meet or exceed performance metrics, response times, and compliance standards

Shift Flexibility

• Be available for a variety of shifts, including nights, weekends, and holidays

• Be prepared to assist during peak demand times (e.g., holiday travel, severe weather)

Available Customer Service Contracts

You may be assigned or may choose to work under one of the following client contracts:

Roadside Assistance Support

• Assist drivers experiencing vehicle breakdowns

• 24/7 operations

• Starting Pay: $12.00/hour

Non-Emergency Medical Transportation (NEMT) Agent

• Coordinate medical appointment transportation

• Hours: 3:00 AM – 7:00 PM CST

• Starting Pay: $13.50/hour

Debit Card Services Agent

• Support customers with card-related issues (disputes, replacements, account questions)

• Full-time availability preferred

• Starting Pay: $14.00/hour

Training Requirements

• Training Days: Monday – Friday

• Training Session Options (CST):

  • 8:00 AM – 12:00 PM

  • 1:00 PM – 5:00 PM

  • 5:00 PM – 9:00 PM

• Full attendance is required during all training days

• Training typically lasts 1–4 weeks depending on the client

• Training is mostly paid unless otherwise specified

Availability Requirements

• Must be able to service a minimum of 15 hours per week

• After completing training, you will select your own working hours

• Operational support is needed 24/7, including nights, weekends, and holidays

Residency & Citizenship Requirements

You must:

• Be a U.S. citizen

• Reside in one of the following states:

Alabama, Alaska, Arizona, Arkansas, Delaware, Florida, Georgia, Hawaii, Idaho, Indiana, Iowa, Kansas, Kentucky, Louisiana, Maine, Michigan, Mississippi, Missouri, Montana, Nebraska, Nevada, New Hampshire, New Mexico, North Carolina, North Dakota, Ohio, Oklahoma, Rhode Island, South Carolina, South Dakota, Tennessee, Texas, Utah, Virginia, West Virginia, or Wyoming

System Requirements

Computer Specifications

• CPU: Intel i3-9000, i5-7000, i7-5000, i9, Pentium G5400/N6400, AMD Ryzen 3 or Athlon 3000 or better

• RAM: 4 GB minimum

• Hard Drive: 20 GB available (60 GB total, 80 GB free preferred)

• Operating System: Windows 10 or higher

• USB 3.0 port: Required for headset and flash drive

Internet Requirements

• Connection: Hard-wired (Ethernet only; Wi-Fi is not permitted)

• Download Speed: 30 Mbps minimum

• Upload Speed: 10 Mbps minimum

• Latency: Less than 50 ms

Unsupported Devices

• macOS (Mac OS X), Chromebooks, Netbooks, tablets, mobile phones

Equipment Policy

• Company-provided systems may be available to agents approved for specific contracts

• Not all agents will be approved for equipment

• If not approved, you must meet the system requirements to proceed with onboarding

• Laptops are acceptable only if they meet requirements and are hard-wired

Qualifications

• Must pass a background check

• Must be a U.S. citizen residing in an eligible state

• Education: High school diploma or equivalent required

  • College coursework or customer service certifications are a plus

• Experience:

  • Prior customer service, dispatch, or call center experience strongly preferred

  • Experience in automotive, transportation, or roadside assistance is highly valued

Key Competencies

• Strong written and verbal communication skills

• Ability to remain composed under pressure

• Problem-solving and critical thinking

• Fast learner, comfortable using technology

• Excellent time management and multitasking

• Customer-first mindset with empathy and professionalism

• Flexibility to work non-standard hours when required

• Ability to work independently and within virtual teams

Why This Opportunity?

• 100% remote role with flexible scheduling

• Competitive pay ranging from $12.00 to $14.00/hour

• Paid, structured training to support your success

• Contract options to match your strengths and interests

• Build experience in essential, fast-growing industries

• Long-term opportunities for advancement and growth