Job Description

Basic Function

ERS Rescue Agents are responsible for empathetically connecting with customers in an often-emergency situation to provide an exceptional customer experience.

Rescue Management (RMT) Agents provide escalation services for any roadside event in progress that is at risk or when the solution changes mid-rescue.

Provider Acquisition Team (PAT) Agents handle calls where Automated Provider Selection (APS) does not secure a provider. The agents are responsible for contacting providers for service, which includes outbound calls to providers, and ensuring the service is dispatched in a timely and cost-effective manner.

Secondary Agents are responsible for the management of non-emergency events when the payment of storage, release, or other fees and/or the execution of release documentation are required to obtain possession of the vehicle.

Secondary Support Roles are unique in that they will work closely and, in some cases, be managed by and receive day-to-day direction from AR personnel. The supplier and AR will work closely to collaborate on the number of roles needed given current partners, workloads, and service levels. Please review the responsibility table below to understand the structure for each role:

Essential Functions

xc2xa7 Connect with customers in an often-emergency situation to provide an exceptional customer experience.

xc2xa7 The Rescue Agent must actively listen while displaying confidence and empathy to customers/members calling with unplanned vehicle breakdowns.

xc2xa7 Take ownership of the situation.

xc2xa7 Work with a sense of urgency to ensure that a Roadside Provider is dispatched efficiently and immediately, avoiding any possible delays in rescuing the customer.

xc2xa7 Respond to follow up calls from service providers regarding additional services like overnight storage, additional dollar approval for unknown situations or handling situations where the customer is no longer at the disablement location.

xc2xa7 Provide escalation services for any roadside event in progress that is at risk or when the solution changes mid-rescue.

xc2xa7 Drive creative solutions that lead to successful outcomes and satisfied customers.

xc2xa7 Stay in close communication with the customer to ensure the rescue is being performed as expected, monitoring the event through completion.

xc2xa7 Perform additional analytics to identify root causes and opportunities that will allow AR to address upstream agent behavior or process gaps.

xc2xa7 Handle calls where Automated Provider Selection (APS) does not secure a provider.

xc2xa7 Contact providers for service, which includes outbound calls to providers, and ensuring the service is dispatched in a timely and cost-effective manner. The PAT team regularly problem solves and solutions challenging rescues. All activities must also be within specific parameters as identified by our partners.

xc2xa7 Manage non-emergency events when the payment of storage, release, or other fees and/or the execution of release documentation are required to obtain possession of the vehicle.

xc2xa7 Contact impound facilities to determine requirements (fees and/or paperwork) for release of the vehicle and arrange for transportation to pick up the vehicle and transport to a specific drop off location.

xc2xa7 Exhibit strength and confidence when working with impound facilities, documenting all requirements for release. In some cases, the Agent will also create the documentation needed to secure release.

xc2xa7 Monitor transactions as per targets and guidelines.

Matric

Clear credit and crim record

well spoken

customer service experience will be an advantage

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