About the Role:

Join our compassionate Roadside Assistance team as an Onsite -  Response Associate in Driver Services at our Clarksville, TN contact center. In this role, you’ll provide empathetic support to customers facing roadside emergencies. As a leader in the digital driver and roadside assistance industry, we are dedicated to delivering timely and exceptional service to stranded motorists. Your primary focus will be to assess and resolve customers' emergency roadside situations with empathy and urgency, ensuring they feel safe, supported, and reassured during these stressful moments.

Your Impact:

As a Response Associate, you’ll play a critical role in shaping the customer experience. You’ll be the reassuring voice guiding customers through real-time challenges such as towing, flat tires, lock-outs, jumpstarts, and winching, even when they are overwhelmed or upset. Your ability to stay calm under pressure and prioritize their needs will be essential in enhancing their experience.

Your Key Responsibilities Include:

• Empathy in Action: Handle each customer interaction with genuine empathy and act quickly and compassionately to support them in stressful roadside emergency situations.
• Effective Two-way Communication: Communicate empathetically with customers, actively listen to their roadside emergency details, set clear expectations, and collaborate with service providers and managers to relay accurate information and ensure timely solutions.
• Problem-Solving & De-Escalation Skills: Use critical thinking to solve challenging roadside issues, stay calm and solution-focused under pressure, and deliver innovative solutions that exceed customer expectations.
• Multi-Tasking Mastery: Navigate a multi-screen web system efficiently while speaking with customers on the phone and accurately documenting details to dispatch service providers.

Qualifications:

• Must live within 50 miles of our Clarksville, TN contact center at 2971 International Blvd, Clarksville, TN 37040.
• A genuine passion for helping others, supported by previous experience in customer-facing or support roles.
• Strong computer skills including the ability to open, create, and modify various documents using Google Workspace (Docs, Sheets, Slides, Gmail) and enter/retrieve customer and vehicle information using web-based systems.
• Previous experience in a customer service, sales, or technical support role, preferably in a fast-paced contact center environment.
• Be able to successfully pass a criminal background check. 

Please note: This is an in-person position located at our Clarksville, TN contact center at 2971 International Blvd, Clarksville, TN 37040. Associates hired for this role are expected to work on-site. 

Start Date: Monday, 01/27/2025

Training Schedule: 8:00 am to 4:30 pm CST, M-F for 2 weeks 

Production Shifts: 8:00 am to 4:30 pm CST, M-F Full time only. 

Pay: $16.25 + monthly bonus opportunities, benefits, and advancement opportunities. 

Click HERE to learn more about pay, benefits, and training!

We Want to Hear From You!

If you are driven by a passion for helping others and are committed to going above and beyond to make a positive impact, join our Clarksville, TN team to deliver exceptional customer assistance. Enjoy world-class training, ongoing onsite support, and advancement opportunities. Help customers through complex situations, grow your career, and make a genuine difference—apply now!