A

Agero

Nationwide roadside assistance and vehicle management

Response Associate - Roadside Assistance, Customer Service Representative

Full-TimePosted on 10/15/2026Deadline 11/11/26
$16.25/hr
Entry
Arizona, USA
RemoteApplicants must reside in Arizona or one of the other listed states; initial onboarding may require travel to Medford.
Customer Experience & SupportCustomer Support
No H1B Sponsorship

About the job

Requirements
  • At least 1 year of continuous customer service experience.
  • Currently physically reside in Alabama, Arizona, Florida, Georgia, Mississippi, Missouri, Tennessee, or Virginia.
  • Pass a comprehensive criminal background screening covering 10 years for misdemeanors and a lifetime check for felonies.
  • Provide a dedicated, quiet home office free from family, pet, or background noise, and supply your own work equipment.
  • Use a personal desktop or laptop manufactured in 2021 or later; Chromebooks, Macs, and tablets are not allowed.
  • Use a supported version of Windows 11, specifically version 24H2, 25H2, or newer.
  • Have an Intel or AMD processor with at least 2 cores and a minimum boosted/turbo speed of 3.5 GHz.
  • Have at least 8 GB of RAM and 20 GB of free hard drive space.
  • Have a working webcam and a high-quality USB-wired headset.
  • Use Google Chrome version 23 or later, or Mozilla Firefox version 3 or later.
  • Use a secure, hard-wired high-speed internet connection connected directly to the router by Ethernet; Wi-Fi is not allowed while working.
  • Meet minimum internet speeds of 25 Mbps download and 10 Mbps upload, with latency up to 80–100 ms.
  • Have an active cell phone capable of receiving SMS messages and downloading security apps for mandatory two-step authentication.
  • Do not use work-issued or school-owned devices with restricted administrator privileges, incompatible devices or connections, active VPNs, privacy/proxy services, hosted or virtual PC platforms, or unsupported operating systems.
  • Be available for a full-time schedule, including weekend flexibility; most production schedules include at least one weekend day and holiday coverage.
  • Attend all required training sessions during the first two weeks of mandatory classroom training, Monday through Friday.
  • Work the selected production schedule, which remains static for the first 90 days after training.
  • Be currently authorized to work full-time in the United States; employer visa sponsorship is not available now or in the future.
  • Type at least 30 words per minute accurately.
  • Be comfortable using AI tools, Google Maps, and Google Workspace, including Gmail, Docs, Sheets, and Chat.
Responsibilities
  • Handle high-volume inbound calls by gathering motorists’ location and vehicle-issue details to dispatch assistance in real time.
  • Coordinate with external service providers to ensure accurate and timely dispatch of tow trucks and service vehicles.
  • Use active listening and empathy to de-escalate and support frustrated or anxious customers during roadside emergencies.
  • Use multiple web-based systems and dispatch tools simultaneously to track service progress accurately.
  • Collaborate with peers and managers remotely using Zoom and Google Chat.
  • Provide clear directions to roadside partners and explain next steps to customers.
  • Make quick, sound decisions under pressure and escalate situations when additional help is needed.
  • Take ownership of calls and callbacks and provide accurate, timely support to customers and roadside partners.
  • Navigate online databases, customer relationship management systems, and dispatch software while documenting calls and using multiple screens.
  • Participate in hands-on, cross-functional training to broaden roadside-support knowledge and develop skills across specialized lines of business.
Desired Qualifications
  • Fast-paced contact center experience is ideal.
  • A steady work history, proven career growth, and previous remote experience are highly valued.
  • Transferable experience from retail, fast food, hospitality, administrative, or warehouse/production environments is valued.

About the company

A

Agero

View
cbWebsite

Agero coordinates roadside assistance and vehicle management through a nationwide network of service providers, helping drivers in distress with towing, accident management, and roadside support across the United States and Canada. Its services are delivered through partnerships and memberships with automakers, insurers, repair facilities, and dealerships, and it works with clients to integrate roadside solutions for their customers. In an incident, Agero dispatches a curated network to the scene, secures the vehicle, and transports it to a designated repair or storage facility, prioritizing accident-related calls. Its goal is to provide reliable, timely support while continuously improving service quality through technology and strong client-provider relationships.

Company Size

1,001-5,000

Company Stage

Acquired

Total Funding

$18.8M

Headquarters

Medford, Massachusetts

Founded

1972

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Simplify Jobs

Simplify's Take

What believers are saying

  • Agero signed MOTER on September 10, 2026, expanding claims automation across insurers.
  • Ben Zatlin and Harrison Russell joined August 24, 2026, sharpening insurance and automotive selling.
  • KeyMe's February 24, 2026 partnership broadens lockout coverage and widens roadside volume.

What critics are saying

  • Integrating Urgently, MOTER, and legacy Agero systems risks service failures through early 2027.
  • Agero depends on insurers and automakers; a single OEM loss would cut millions of events.
  • Embedded claims platforms from CCC, CCC Intelligent Solutions, and OEMs can sideline Agero entirely.

What makes Agero unique

  • Agero owns a nationwide white-label network covering 150 million vehicles and 14 million events.
  • Its August 2026 Urgently acquisition combines dispatch software with operational scale and insurer reach.
  • MOTER partnership adds connected-vehicle claims reconstruction, crash-to-care, and driver-risk analytics.

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Benefits

  • Competitive salary
  • Flexible time off
  • 401(k) matching
  • Tuition assistance
  • Commuter benefits
  • Fully remote opportunities

Growth & Insights and Company News

Headcount

6 month growth

9%

1 year growth

9%

2 year growth

9%
FinTech Global
Sep 10th, 2026
Agero partners with MOTER on vehicle claims.

Agero partners with MOTER on vehicle claims. September 10, 2026 Agero, a provider of digital roadside assistance and accident management services, has partnered with MOTER Technologies (MOTER), an InsurTech company that turns connected vehicle data into risk and claims intelligence, through its recently acquired Urgently platform. The tie-up brings together Urgently's digital roadside assistance technology, Agero's nationwide service network and MOTER's connected vehicle intelligence, claims visualisation tools and driver risk analytics. Under the arrangement, incidents detected through connected vehicles can automatically trigger digital roadside and accident assistance while simultaneously generating a data-backed claims file. This is designed to speed up first notice of loss and claims triage, helping insurers move away from reactive claims processes towards a more streamlined, proactive model that reduces friction and limits fraud. MOTER's technology draws on connected vehicle data to recreate accident events digitally, giving insurers clearer visibility into incidents, faster resolution times and greater operational efficiency. The company is also developing driver engagement tools that deliver real-time coaching on risky driving habits. Among the capabilities being rolled out are a claims visualisation tool that reconstructs accidents using connected vehicle data; the DriveSage and RiskSage mobile apps, which score driving behaviour and, in RiskSage's case, integrate with in-vehicle dash cams; a "proactive crash-to-care" workflow that automatically launches assistance and claims intake once a crash is detected; and tailored offerings for connected and electric vehicle owners, including home EV charger cover, OEM parts preferences and vehicle replacement benefits after a total loss. Agero supports around two-thirds of the largest auto insurers in North America, handling roughly 14 million roadside events each year, including more than one million accidents, across a network covering over 150 million vehicles. Agero chief client officer, automotive, Harrison Russell said, "Today's drivers increasingly expect more connected, transparent, and technology-enabled service experiences, while insurers and automakers are under pressure to improve efficiency and strengthen customer loyalty. "By combining Urgently's digital roadside assistance platform, Agero's nationwide network and accident management expertise, and MOTER's connected vehicle intelligence, we're helping insurers and automakers accelerate claims response, improve visibility into vehicle incidents, and deliver more proactive support when drivers need it most." MOTER chief sales officer Adrian Thompson said, "When evaluating roadside assistance partners, we sought a provider with the technology, nationwide scale, and operational flexibility to support highly tailored embedded insurance and mobility programs. "The combination of Urgently's digital roadside assistance platform and Agero's extensive service network, automotive expertise, and operational experience made them a strong fit for our long-term vision. Together, we can help insurers and automakers simplify claims operations, improve." Enjoying the stories? Investors. The following investor(s) were tagged in this article.

Agero
Aug 24th, 2026
Agero announces new Insurance and automotive leadership following Urgently acquisition.

Agero announces new Insurance and automotive leadership following Urgently acquisition. Ben Zatlin and Harrison Russell named Chief Client Officers as Agero strengthens commercial focus and drives growth across key markets MEDFORD, Mass. - Aug. 24, 2026 - Agero, the leading white-label provider of digital driver assistance services and software for the majority of automotive and auto insurance companies, today announced the appointments of Ben Zatlin as Chief Client Officer, Insurance, and Harrison Russell as Chief Client Officer, Automotive. Effective immediately, the appointments establish dedicated leadership for Agero's insurance and automotive businesses, bringing commercial, product, and operational capabilities together around the distinct needs of each market. By more closely aligning client strategy, product priorities, and operations, Agero aims to respond more quickly to evolving customer needs and enable faster innovation in roadside, claims, and mobility. "Our insurance and automotive clients are navigating significant changes in how they serve their customers, and Agero continues to invest in delivering more bespoke and dedicated experiences," said Dave Ferrick, CEO of Agero. "Ben and Harrison bring extensive industry expertise, strong client relationships, and a relentless focus on innovation. Their leadership builds on the combined strengths of Agero and Urgently to advance what's next for our clients." As Chief Client Officer, Insurance, Zatlin will oversee strategic accounts, account management, business development, product, engineering, strategic alliances, and operational excellence. He will focus on deepening Agero's long-standing carrier relationships while pursuing new opportunities in accident management and collision, as well as strategic partnerships within the claims ecosystem. Zatlin joined Agero in 2019 and has held leadership roles spanning roadside assistance and accident management. He previously led the migration of Agero's dispatch operations to the Swoop platform and later helped modernize the company's accident management business. He also leads Agero's Insurance Advisory Board and has helped develop strategic claims partnerships. "Insurance carriers are looking for new ways to create more seamless experiences for policyholders across roadside, accident management, and claims," Zatlin said. "Agero has a unique opportunity to build on its trusted carrier relationships and connect technology, operations, and industry partners in more integrated ways. I couldn't be more excited to lead this team and help our clients deliver even greater value to their policyholders." As Chief Client Officer, Automotive, Russell will oversee account management, business development, automotive products, and emerging markets. His responsibilities cover Agero's OEM, dealer, rental, fleet, and mobility clients, from established manufacturer programs to emerging technologies like autonomous vehicles. Russell joined Agero through its 2026 acquisition of Urgently, where he spent a decade helping build the company from a technology startup into a global mobility assistance platform. Most recently, he led Urgently's partnerships group, working closely with major automotive brands. In his first weeks with Agero, Russell closed a multi-year extension with a global luxury manufacturer, the first contract signed post-merger. "Bringing Agero and Urgently together has created a powerful foundation to combine complementary technology, capabilities, and experience to deliver even greater value for automotive clients," Russell said. "We have exceptional relationships with many of the world's leading vehicle brands, and I'm thrilled to build on them as we help usher in the next era of automotive mobility." The appointments follow Agero's acquisition of Urgently in April 2026 and mark another step in integrating the companies' distinct capabilities and expertise. The new structure positions Agero to accelerate product roadmaps, strengthen partnerships, and help clients deliver more seamless, differentiated customer experiences. About Agero Wherever drivers go, Agero is leading the way. Agero's mission is to reimagine the vehicle ownership experience through a powerful combination of passionate people and data-driven technology, strengthening its clients' relationships with their customers. As the #1 B2B, white-label provider of digital driver assistance services, Agero is pushing the industry in a new direction, taking manual processes, and redefining them as digital, transparent, and connected. This includes: an industry-leading dispatch management platform powered by Swoop; configurable, white-label roadside assistance; comprehensive accident management services; and a growing marketplace of services, discounts and support enabled by a robust partner ecosystem. The company has over 150 million vehicle coverage points in partnership with leading automobile manufacturers, insurance carriers and many others. Managing one of the largest national networks of independent service providers, Agero responds to approximately 14 million service events annually. Agero, a member company of The Cross Country Group, is headquartered in Medford, Mass., with operations throughout North America. To learn more, visit www.agero.com. Media Contact: Joe Livarchik Voxus PR for Agero [email protected] As Vice President of Corporate Marketing, Jeannine is responsible for driving Agero's corporate marketing and communications strategy, working collaboratively across the business to evangelize Agero's brand, positioning the company for short and long-term success, and generating broad awareness of Agero's mission, products & services, and value for all stakeholders. Jeannine has a BS in Communication Studies from Northeastern University and a MA in Integrated Marketing Communications from Emerson College. In her spare time, she can be found experimenting in the kitchen, attending her son's many soccer games, and planning her next road trip.

Agero
Jun 24th, 2026
Every Minute Counts: how we're making roadside faster and more reliable.

Every Minute Counts: how Agero is making roadside faster and more reliable. When a driver is stranded on the side of the road, every minute feels like an eternity. They're not just waiting for a tow truck- they're waiting for peace of mind and a guarantee that help will arrive when promised. At Agero, eliminating that moment of uncertainty is its top priority. As part of its commitment to delivering faster, highly reliable roadside assistance, Agero is rolling out a series of operational innovations focused on the two things customers care about most: slashing wait times and improving ETA accuracy. Smarter Dispatch: Finding The Right Driver, Faster The moment a roadside job is created, a sophisticated matching process kicks off behind the scenes. Its dispatch technology must identify the best provider and get them moving immediately. However, "fastest" isn't always as simple as "closest." Agero is making ongoing improvements to its dispatching algorithm to use real-time driver availability data, so Agero can more accurately match jobs to providers who are nearby and ready to respond. This prevents the kind of frustrating delays that happen when a driver looks available but is actually tied up on another job. Holding Its Providers Accountable To The ETA There's a meaningful difference between promising a 30-minute arrival and actually delivering on it. Managing customer expectations is critical to satisfaction; when providers run late, anxiety spikes, cancellations rise, and the overall experience suffers. To bridge this gap, Agero is holding its provider network to a higher standard of ETA accuracy through a two-pronged approach: * Immediate Accountability: Agero is initiating performance management to hold its providers accountable to these accuracy standards, providing direct coaching and monitoring for under performers. * Algorithmic Enforcement: In late summer 2026, Agero will deploy algorithm enhancements that factor historical timeliness directly into dispatch decisions. Internal data shows that wait times and tardiness are the leading drivers of customer dissatisfaction during a roadside event. By enforcing strict provider accountability, Agero eliminate these friction points to guarantee a trustworthy, stress-free experience for every driver. Rewarding High-Performing Providers To maximize capacity across its nationwide network, its technology must favor reliability. Agero is factoring provider acceptance rate into its dispatch algorithm, meaning providers who consistently respond quickly and reliably will be rewarded with a larger share of jobs. This update creates the right incentives for the high-performing providers that power its service every day. Smarter Service Recovery FOR CRITICAL EVENTS True operational excellence is defined by how Agero handle complex, unpredictable situations. Rolling out in the second half of this year, Agero is upgrading its service recovery system from a time-based system- which relies on varying time thresholds to trigger alerts- to a more sophisticated model. This new system continuously analyzes dozens of real-time variables, like provider ETA accuracy, vehicle types, local weather, and scheduling anomalies, to flag at-risk cases based on situational risk rather than just elapsed time. Once triggered, the alert instantly routes the case to a team of high-touch agents who intervene to get the job back on track. For its clients, this means getting your customers back on track faster, with a measurable reduction in formal complaints. AI-Powered Contact Center ADVANCEMENTS While human judgment and empathy remains at the heart of what Agero do, the addition of AI technology enables its teams to work smarter and faster. Agero is actively expanding its Contact Center AI capabilities to drive major customer experience enhancements. Throughout the second half of this year, Agero is deploying live transcription, sentiment analysis, and automated summarization tools across customer interactions. These advancements allow its support teams to rapidly intervene when a customer needs extra care and drastically reduce handling times. This rollout will continue through the end of the year, paving the way for major customer experience improvements by early 2027. The Bottom Line: Every Minute Counts A few minutes saved at dispatch, an ETA that holds true, and an agent who resolves a bottleneck before the customer even notices- these aren't minor tweaks. To a driver stuck on a highway shoulder, they mean everything. Agero is continually innovating its operations and technology because Agero know that its performance directly reflects on its partners' brands. Delivering faster, more accurate, and highly reliable roadside assistance isn't just a goal - it's a promise Agero is delivering on every single day. Chris Villela is the VP of Operations Strategy at Agero, where he specializes in building integrated operations strategies, investing in cutting-edge analytical capabilities, and championing high-impact CX and efficiency initiatives. Currently, Chris is spearheading major transformation efforts at Agero, including a live-data initiative to reduce driver wait times. Notably, Chris led the operational strategy that pushed Agero's Volume in Competition (VIC), a measure of Network Capacity, from 59% to an impressive 80% in 2025, dramatically improving the customer experience. His work also spans Provider dispatch algorithm enhancements and leveraging computer vision AI to evaluate on-scene photos for superior operational intelligence. A former McKinsey & Company operations consultant, Chris studied business at MIT. He lives in the Bay Area, California, with his wife and three young children, and spends his free time - such as it is - swimming, gardening, and playing the piano.

Newsmatics Inc.
Jun 19th, 2026
New England's top marketing executives named at the 2026 BostonCMO ORBIE Awards.

New England's top marketing executives named at the 2026 BostonCMO ORBIE Awards. Leading CMOs honored for leadership, marketing initiatives, and business impact. BOSTON, June 19, 2026 (GLOBE NEWSWIRE) - The 2026 BostonCMO ORBIE Awards honored leading chief marketing officers (CMOs) from GE Vernova-Grid Software, UKG, Amica Insurance, Agero, and Emerson Health for their exceptional leadership. Hosted by BostonCMO, a chapter of the Inspire Leadership Network, the prestigious awards honor CMOs who drive business transformation and industry impact. Held at The Westin Copley Place, the ceremony brought together top executives and industry leaders to honor excellence in marketing leadership across 5 award categories. "Behind every award-winning marketing campaign is a CMO leading the vision, shaping the strategy, and owning the results," said Ron McMurtrie, GeorgiaCMO Chair. "The ORBIE Awards are the ultimate recognition program for the leaders behind the work." Meet the 2026 BostonCMO ORBIE Award Winners: * Gayle O'Connell, EVP & CMO, Arbella Insurance, received the Leadership ORBIE. * Tracy Dearing, CMO, GE Vernova, Grid Software, received the Super Global ORBIE for organizations over $5.5 billion in annual revenue and multi-national operations. * Sarah Hodges, CMO, UKG, received the Global ORBIE for organizations over $3 billion annual revenue & multi-national operations. * Tory Pachis, EVP & CMO, Amica Insurance, received the Large Enterprise ORBIE for organizations over $3 billion annual revenue. * Beth Davidson, CMO, Agero, received the Enterprise ORBIE for organizations over $1 billion annual revenue. * Jacqueline Clancy, CMO, VP of Strategic Marketing & CMO, received the Corporate ORBIE for organizations up to $1 billion annual revenue. About the ORBIE: The ORBIE is the preeminent executive recognition for C-suite leaders. Since 1998, the ORBIE Awards have recognized leadership excellence, building relationships between executives and trusted business partners, and inspiring the next generation of executives. Finalists and winners are selected through an independent peer-adjudicated process led by prior ORBIE recipients based on the following criteria: * Leadership and management effectiveness * Business value created by marketing initiatives * Engagement in industry and community endeavors BostonCMO ORBIE Keynote & Attendance: The keynote address for the BostonCMO ORBIE Awards was delivered by Gayle O'Connell, EVP & CMO of Arbella Insurance, who was interviewed by Paul Brady, President & CEO, Arbella Insurance. Over 100 guests attended, representing leading New England organizations and their marketing partners. The following partners made the 2026 BostonCMO ORBIE Awards possible: * Gold Partners: Monotype, Similarweb * Silver Partners: Foundation Marketing, Merkle, Profound, Razorfish, Xplor * Media Partner: Boston Business Journal * Nonprofit Partner: Year Up United About BostonCMO: BostonCMO is the preeminent peer leadership network of chief marketing officers (CMOs) in New England. As one of over 50 chapters of the Inspire Leadership Network, BostonCMO belongs to a national membership organization exclusively comprised of C-suite leaders from public and private businesses, government, education, healthcare, and nonprofit institutions. BostonCMO is led by a CMO Advisory Board, with support from an executive director and staff. Underwriter executives support the chapter and ensure the programs remain non-commercial and exclusive to qualified CMOs and members. About Inspire Leadership Network: Inspire Leadership Network is the preeminent peer leadership network of C-suite executives. With nearly 2,000 members across over 50 local chapters, Inspire members serve public and private businesses, government, education, healthcare, and non-profit institutions. Inspire exists to help leaders thrive in today's most challenging executive roles. Media Contact Nicole Lammes [email protected] 2026 BostonCMO ORBIE Award Winners. Meet the 2026 BostonCMO ORBIE Award Winners. Legal Disclaimer: EIN Presswire provides this news content "as is" without warranty of any kind. Alabama Cultural Times do not accept any responsibility or liability for the accuracy, content, images, videos, licenses, completeness, legality, or reliability of the information contained in this article. If you have any complaints or copyright issues related to this article, kindly contact the author above.

Insurtech Consulting
Mar 24th, 2026
Agero Receives Frost & Sullivan's 2025 recognition.

Agero Receives Frost & Sullivan's 2025 recognition. March 24, 2026 | innovation, Insurtech Agero Receives Frost & Sullivan's 2025 North American Digitalized Roadside Assistance Services Company of the Year Recognition for Market Leadership Excellence SAN ANTONIO, TX. - March 24, 2026 - Frost & Sullivan is pleased to announce that Agero has received the 2025 North American Company of the Year Recognition in the digitalized roadside assistance services industry for its outstanding achievements in reliability, operational efficiency, and customer satisfaction. This recognition highlights Agero's consistent leadership in driving measurable outcomes, strengthening its market position, and delivering customer-centric innovation in an evolving competitive landscape. Frost & Sullivan evaluates companies through a rigorous benchmarking process across two core dimensions: strategy effectiveness and strategy execution. Agero excelled in both, demonstrating its ability to align strategic initiatives with market demand while executing them with efficiency, consistency, and scale. Guided by a long-term growth strategy focused on platform intelligence, established and scaled client relationships, and an extensive service provider network infrastructure, Agero has shown its ability to adapt and lead in a rapidly evolving landscape. The company's strategic agility and sustained investment in advanced technology development and digital transformation have enabled it to scale effectively across diverse customer segments and enterprise clients. "In 2025, Agero continues to scale in terms of industry recognition for operational reliability and implementation of best-in-class data security protocols and protection frameworks. These capabilities have positioned the organization as a partner of choice in the digitalized roadside assistance sector," said Vishwas Shankar, Director, Mobility Americas at Frost & Sullivan. Innovation remains central to Agero's approach. Its suite of digitalized roadside assistance solutions, powered by Swoop - its proprietary technology platform - addresses the full spectrum of response needs, offering fuel delivery services, tire replacement and repair, locksmith services, battery assistance, and vehicle towing operations. These solutions enhance flexibility, reduce operational friction, and improve service delivery at scale. "This recognition from Frost & Sullivan reflects the values that guide how we build and operate at Agero: through a combination of head, heart, hustle, and humility," said David Ferrick, CEO of Agero. "It takes the head to invest in intelligent, data-driven technology, the heart to stay relentlessly focused on the drivers and partners we serve, the hustle to execute at scale every day, and the humility to keep improving alongside our customers and service providers. Those principles power our platform and service network, helping us deliver more reliable, transparent roadside experiences for drivers and measurable value for our partners." Agero's unwavering commitment to customer experience further strengthens its position in the market. By streamlining service delivery, providing real-time data visibility, and maintaining high levels of service availability, the company continues to meet the needs of its broad B2B client base - spanning automotive OEMs, insurance carriers, repair networks, and mobility providers. Its competitive marketplace of independent service providers, paired with its customer-centric model, ensures optimal provider selection, consistent service quality, and superior outcomes for motorists across North America. Frost & Sullivan commends Agero for setting a high standard in competitive strategy, execution, and market responsiveness. The company's vision, innovation pipeline, and customer-first culture are shaping the future of digitalized roadside assistance services and driving tangible results at scale. Each year, Frost & Sullivan presents the Company of the Year Recognition to an organization that demonstrates outstanding strategy development and implementation resulting in measurable improvements in market share, customer satisfaction, and competitive positioning. The award recognizes forward-thinking companies that are reshaping their industries through innovation and growth excellence.