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Administrative Roadside Customer Service Position

Work with a leading business-to-business provider of roadside assistance solutions, serving customers of client companies with everything from directions and fuel to towing and tire changes.

Overview of Services

  • Inbound calls for roadside assistance and other service requests from client's customers and/or client account representatives.
  • Possible outbound calls to client, client's customers and/or client account representatives for status and clarification purposes.
  • Transferring of inbound calls or outbound calls to other client-designated internal support departments or client account representatives.
  • Outbound coordination to client's independent service providers, such as tow trucks.
  • Possible follow up calls to independent service providers for clarification and/or additional calls for secondary services.

Service Revenue

  • $0.224 per service minute. Alternate base service revenue is $5.00 per service interval.
  • Average 30 interval (15 hour) SOW
  • 10 intervals (5 hours) needed on Saturday or Sunday. Intervals available.
  • 7 days a week, 24 hours a day, 365 days per year

Service Level Requirements

Service level requirements vary.

Course Details Certification

  • Agent must complete all self-paced modules and assessments
  • Complete all exams scoring 80% or higher (two attempts)
  • Successfully pass mock call scenarios. Pre-course work to be completed before the first day of class:
    • Success Strategies for Certification
    • Success Strategies for Production

    Classes are held Monday through Friday.

Self-paced content is also provided for completion in between class sessions.

Certification Completion Criteria

  • Pass all quizzes and exams with a score of 80%
  • Successfully pass mock certification calls
  • 100% completion of all self-paced modules within specified times
  • Provide a notarized Affidavit of Identification with photo ID

Program Equipment Requirements

  • Windows 7, Windows 8 and Windows 10 are supported
  • Windows XP, Windows Vista, Windows 2000, and MAC OS are NOT supported
  • A second monitor is found to be beneficial for this program
  • POTS telephone line
  • Noise canceling wired headset
  • If VoIP service, should work using a fully hard-wired phone.
  • Hard-wired connection (no wireless), minimum 3.0 mbps download and minimum 1.0 mbps upload

Additional Information

This Opportunity Announcement (OA) is a summary of the applicable business opportunity. It is not a legal document nor a comprehensive review of all terms included in the applicable Statement of Work (SOW). Each SOW should be thoroughly reviewed prior to its execution. In the event of a conflict between the OA and the SOW, the terms of the SOW will govern. A thorough review of all policies prior to enrolling in the certification course is recommended.