Response Agent (Former Employee), Sault Ste. Marie, ON – August 18, 2014
low pay but a decent benefit package They did little things to make employees feel valued. Things like ice cream day when they brought ice cream in for everyone, grilled cheese day when the supes made us grilled cheese sandwiches
Minuses - short call time expectations, when all the caller knows is that they are on I-75 but not sure what state finding – more... them is going to take more than allotted call time
the irate callers who sometimes make death threats
For me and I probably shouldn't say this the best part of the job was the crazy calls like a customer who broke a branch off a tree to use as a gear shuft – less
Customer Service Rep (Former Employee), Tucson, AZ – April 25, 2014
It is a great learning experience within roadside assistance. Co-Workers are worth working with, family is what they see you as. Just watch out for what management states. Everyone under management is always willing to help, support and a smile is expected to be seen from you.
Customer Service Representative (Former Employee), Clarksville, TN – April 6, 2014
As in any job there has to be a level of respect supervisors often time were rude and nasty and if you reported it then you became the problem. If your stats are high then your favored and if not you don't get the same treatment. You sit on the phone all day taking stressful calls from people who a lot of times have no idea where they are but yet need – more... a tow or tire change and you can leave no one stranded. Dispatchers complain about not being paid enough. The fact that they put a time limit on calls is ridiculous, in my opinion it limits your customer service. Thankful I wised up and got out when I did. Honestly it should have NO STARS... – less
response assoicate (Current Employee), Clarksville, TN – March 29, 2014
Answering phone and dispatching roadside I learn map skills most of management is there to help you sussed Co-workers where there to help each other hardest part of the job is to get my stats lower the most enjoyable is helping people
ACCOUNT MANAGER (Current Employee), Medford, MA – March 25, 2014
-morning meeting -checking emails -returning the previous day phone calls -print out client's case load -calling client's and apologizing for lack of roadside service -reviewing clientele codes and going over pending complaints -discussing ways to implement service in order to make it more convenient and acceptable for clients and customers.
Roadside Assistant (Former Employee), Sebring, FL – March 21, 2014
Pros: good pay, good benefits, relatively easy
Cons: stressful, short breaks, no bathroom breaks
A typical day in training is pretty boring. You stare at a computer for a long time and listen to your trainer tell you about stuff. When you start out on the floor it feels overwhelming at first but you have coaches and trainers there to help. They might seem unenthused to answer your questions but that's why they are there! (they also get an incentive – more... if you do well, so don't feel bad for using and abusing)
I learned many tricks and tips on how to ask customers their location, keep calls short, get the information you need, and document document document!
Management is a mixed bag. If you are friendly and have a good rapport they will pretty much accommodate you. We had a few girls who just kept playing hooky but told managers they were stressed and were allowed to come back. I was stressed beyond all measure, called out one day and I was told I could not come back.
Hardest part (if you're a smoker) is trying to fit a cigarette, bathroom, grabbing a drink, etc, in 10 minutes. Lunches are a half hour. If you have to use the bathroom you better hold it until its break time. You do get 3 breaks which are 10 minutes long, but sometimes they are scheduled oddly.
The most enjoyable part of the job was helping people. That sense of satisfaction when you finally figure out where someone is, you finally secure service, etc is totally worth it. The pay is also really nice.
If you can keep your calls going through, everyone happy, and management likes you stick with it. I really wish I could come back. – less
Dispatcher (Current Employee), Tucson, AZ – March 20, 2014
Pros: small paycheck
Cons: micro managed, awful culture, company doesnt care about the customers nor their workers
Dispatcher position with Agero is extremely stressful and demanding and as an independent contractor working through Arise Virtual Solutions there is an unhealthy amount of micro managing and the company seems to care more about the quantity of calls each rep can produce at the expense of the quality of customer service provided to each customer. The – more... metrics are terribly unrealistic and the expectation to process a customers road svc rqst and dispatch service to a towing company within the 6 min we are alotted while demanding extraordinary service is too much stress for so little money. The company does not value their workers and this is only a hold over job if that. Agero was once named Cross Country and they had a bad reputation then and still do. Customers are stranded for hours in inclimate weather due to the company and their contracted tow companies negligence yet the dispatcher is the person being demeaned and screamed at over and over on each call. I am desperately in search of another opportunity as the stress is unbearable and this is the WORST job I have ever had. – less
Response Associate (Former Employee), Clarksville, TN – March 10, 2014
Pros: great people to work with
Cons: low pay
Front end clerk, customer service oriented. Handled refunds, exchanges issues with credit cards. Helped out on the floor in the sales department when they were backed up. Assisted in the purchase of printer inks and photo cameras purchases as well as insurance.
Response Associate (Current Employee), Clarksville, TN – January 27, 2014
Pros: 3 10 minute breaks with 1/2 hour lunch. good medical benefits and accrual of paid time off hours.
Cons: average call duration
Agero is a good company to work for. You spend your time taking calls from customers of clients that are stranded on the roadside and in need of help. We gather pertinent information as quickly as possible while maintaining a reassuring demeanor for the customer with the goal to get help to the customer as quickly as possible. The people that work there – more... genuinely care and are passionate about the job they do. The hardest part of the job is maintaining a pleasant demeanor while stranded customers take their frustrations out on you. The mos enjoyable part of the job is hearing the reassurance in the customers voice when they realize help is on the way. – less
Operations Supervisor (Current Employee), Clarksville, TN – October 2, 2013
Pros: free coffee
Cons: continues change
The average day consist of taking phone calls from customers looking for Roadside assistance. We typically dispatch on average 50,000 Service providers on a daily bases to assist customers with flat tire changes, jumpstarts, and vehicle tow.
I have learned in the past 10 months that in order to motivate your employee's they need to feel secure in the – more... job and confident in their ability to perform. This comes through by proper management and building a strong cohesive team that can perform at its peak. The most challenge part of the job is ensuring the software is up to date which is beyond our control.
Overall it is a great place to work, though challenging, the reward of helping someone get service is the best part of the job. – less
Technical Project Lead (Former Employee), Dallas, TX – September 13, 2013
Cons: tpl manager and other tpls were not supportive
I have worked as a TPL in this particular position in the Fed Dallas location. The overall organization is very good but the immediate TPL group was not. It was a very bad experience with them and I ended up resigning the position. I felt I would be stuck for a long while with a very bad manager whom I didn't have any respect for. She was a backstabbing – more... and dishonest person. – less