Full-Time

Remote – Kia Care

Assistant Manager

Posted on 10/1/2024

Agero

Agero

1,001-5,000 employees

Roadside assistance and vehicle management services

Automotive & Transportation

Junior, Mid

Remote in USA

Must reside in Alabama, Arizona, Florida, Georgia, Mississippi, New Mexico, Tennessee, or Virginia.

Category
Quality Control & Compliance
Warehouse Operations
Operations & Logistics
Required Skills
Customer Service
Requirements
  • Associate Degree or equivalent work experience.
  • 1-3 years of supervisory experience in a fast-paced, customer service environment and supervisory experience in an inbound contact center.
  • Must reside in Alabama, Arizona, Florida, Georgia, Mississippi, New Mexico, Tennessee, or Virginia.
  • Be able to successfully pass a criminal background check.
Responsibilities
  • Manages designated client groups as defined by agent group(s) assignments.
  • Establishes and maintains program direction/changes and communicates with clients on daily basis.
  • Anticipates client needs and identifies and suggests opportunities and ideas/innovations to the client.
  • Monitors calls and walks the contact center floor to provide support of operations and quality assessments for client.
  • Oversees personnel for client groups by allocating work through supervisors, contact center representatives and administrative supports.
  • Provides ongoing coaching and development for direct reports.
  • Oversees all personnel related issues for associates assigned to client group(s) within department.
  • Participates in planning meetings to support departmental and associate growth.
  • Coordinates and monitors daily work flow to ensure smooth operations, cost containment, and quality.
  • Administers policies and procedures to assure consistency and equitable treatment.
  • Travel to client's workspace for training on their CRM may be required.

Agero offers roadside assistance and vehicle management services, including towing and accident management, to drivers in need. They operate through a network of service providers that covers all U.S. zip codes and parts of Canada, ensuring timely support for clients like automakers and insurance companies. Agero differentiates itself with a focus on quick response times for accident towing and partnerships that enhance service quality, such as offering insurance options for providers. The company's goal is to be a reliable partner in the roadside assistance market while continuously improving customer satisfaction.

Company Stage

Acquired

Total Funding

$18.8M

Headquarters

Medford, Massachusetts

Founded

1972

Simplify Jobs

Simplify's Take

What believers are saying

  • Agero's partnership with NICB enhances fraud detection and prevention capabilities.
  • The rise of EVs creates new revenue streams for Agero's specialized services.
  • 5G expansion improves Agero's service efficiency and response times.

What critics are saying

  • Emerging startups using AI and ML technologies threaten Agero's market share.
  • Automakers developing in-house solutions may reduce demand for Agero's services.
  • Regulatory changes in data privacy and telematics could impact Agero's operations.

What makes Agero unique

  • Agero's extensive network covers 100% of U.S. zip codes and extends into Canada.
  • The company partners with Lucky Truck to offer affordable insurance to service providers.
  • Agero's telematics-driven crash detection service doubled its response volume in 2023.

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Benefits

Competitive salary

Flexible time off

401(k) matching

Tuition assistance

Commuter benefits

Fully remote opportunities

INACTIVE