Agero, Inc.

Account Manager

• Serve as the primary executive relationship owner and commercial leader for a critical Strategic Account
• Own and drive total revenue growth across Roadside Assistance and Accident Management lines of business
• Build and cultivate relationships with senior and C-suite stakeholders
• Collaborate with Product, Marketing, Client Success, and Solutions Consultants to design tailored solutions
• Develop and execute multi-year strategic account plans
• Identify and capture cross-sell and upsell opportunities across the full product suite
• Lead contract renewals and complex commercial negotiations while managing risk and compliance
• Lead regular Strategic Business Reviews with executive leadership
• Represent Agero in client meetings and industry forums
• Collaborate with the C-Suite, VP of Sales, VP of Product, and Legal, and partner with client C-level executives

Senior Director, Strategic Account Management

Product Manager

• Lead and execute complex product initiatives focused over the next 3–12 months
• Deliver high-quality products on time and within budget that meet defined product goals
• Lead multifunctional teams to complete product requirements and create technical requirements
• Own product launches and full lifecycle management
• Identify and conduct initial diligence into business or technology partnerships
• Gather and prioritize product and customer requirements
• Understand the competitive marketplace and trends
• Develop business cases and pricing
• Collaborate with engineering, sales, marketing, and support to meet revenue and customer satisfaction goals
• Identify and evaluate market and competitive opportunities for new products and product extensions
• Translate internal partners’ strategic business questions and concerns into projects or analyses
• Develop business and product requirements, including timelines and dependencies
• Conduct quantitative and qualitative research to identify end-customer needs
• Form product hypotheses, design test plans, and communicate learnings into product development
• Develop product roadmaps, prioritize features, build consensus, and set stakeholder expectations
• Define success and failure metrics and iterate quickly
• Formally document product strategy and roadmap
• Run beta and pilot programs
• Perform product demonstrations for internal associates and clients
• Research business and technology relationships related to product initiatives

Associate

• Handle high-volume inbound calls from stranded motorists across the United States
• Gather location and vehicle details and dispatch roadside assistance in real time
• Coordinate with external service providers to ensure accurate and timely dispatch of tow trucks and service vehicles
• De-escalate frustrated or anxious customers using active listening, empathy, and reassurance
• Provide clear guidance about next steps during roadside emergencies
• Manage calls involving flat tires, lockouts, dead batteries, fuel deliveries, and towing
• Use multiple web-based systems and dispatch tools simultaneously to track service progress
• Document detailed notes while navigating multiple screens and resources
• Collaborate with peers and managers via Zoom and Google Chat in a virtual team
• Complete mandatory classroom training and participate in cross-training opportunities

Response Associate, Roadside Assistance, CSR

• Handle high-volume inbound calls from stranded motorists across the United States
• Gather location and vehicle issue details and dispatch assistance in real time
• Coordinate with external service providers to ensure accurate and rapid dispatch of tow trucks and service vehicles
• Use active listening and empathy to de-escalate frustrated or anxious customers
• Provide calm guidance and reassurance during roadside emergencies
• Navigate multiple web-based systems, online databases, CRMs, and dispatch tools simultaneously
• Track service progress accurately
• Collaborate with peers and managers through Zoom and Google Chat in a virtual team
• Support customers with flat tires, lockouts, dead batteries, fuel deliveries, and towing due to mechanical failures
• Participate in mandatory classroom training and ongoing cross-training

Response Associate, Roadside Assistance

• Handle high-volume inbound calls from stranded motorists across the U.S.
• Gather location and vehicle issue details and dispatch assistance in real time
• Coordinate with external service providers to ensure accurate and rapid dispatch
• De-escalate frustrated or anxious customers using active listening and empathy
• Provide calm guidance and explain next steps during roadside emergencies
• Manage calls involving flat tires, lockouts, dead batteries, fuel deliveries, and towing
• Use multiple web-based systems and dispatch tools simultaneously
• Track service progress accurately
• Collaborate with peers and managers through Zoom and Google Chat
• Take ownership of every call and callback while delivering accurate, timely support
• Complete mandatory classroom training and participate in cross-training
• Work assigned 24/7/365 production schedules, including weekend and holiday coverage

• Handle high-volume inbound calls from stranded motorists across the U.S.
• Gather vehicle and location details and dispatch roadside assistance in real time
• Coordinate with external service providers to dispatch tow trucks and service vehicles accurately and quickly
• De-escalate frustrated or anxious customers using active listening, empathy, and reassurance
• Guide customers through roadside emergencies including flat tires, lockouts, dead batteries, fuel deliveries, and towing
• Use multiple web-based systems and dispatch tools simultaneously to track service progress
• Maintain detailed notes while navigating multiple screens and resources
• Collaborate with peers and managers in a performance-driven virtual team using Zoom and Google Chat
• Complete mandatory classroom training and participate in cross-training
• Follow assigned production schedules supporting 24/7/365 roadside coverage

• Handle high-volume inbound calls from stranded motorists across the U.S.
• Gather location and vehicle details and dispatch roadside assistance in real time
• Coordinate with external service providers to ensure accurate and timely dispatch of tow trucks and service vehicles
• De-escalate stressful customer interactions using active listening, empathy, and reassurance
• Manage roadside emergencies including flat tires, lockouts, dead batteries, fuel deliveries, and towing
• Use multiple web-based systems and dispatch tools simultaneously to track service progress
• Document detailed notes while navigating multiple screens and systems
• Provide clear directions to roadside partners and explain next steps to customers
• Collaborate with peers and managers in a virtual team using Zoom and Google Chat
• Complete mandatory classroom training and participate in ongoing skill development and cross-training

• Handle high-volume inbound calls from stranded motorists across the U.S.
• Gather location and vehicle details and dispatch assistance in real time
• Coordinate with external service providers to ensure accurate and timely dispatch
• De-escalate frustrated or anxious customers using active listening and empathy
• Provide calm guidance and explain next steps during roadside emergencies
• Manage emergencies including flat tires, lockouts, dead batteries, fuel deliveries, and towing
• Use multiple web-based systems and dispatch tools simultaneously to track service progress
• Document call details while navigating databases, CRMs, and dispatch software
• Collaborate with peers and managers via Zoom and Google Chat
• Maintain ownership of every call and callback while delivering accurate, timely support

• Handle high-volume inbound calls from stranded motorists across the U.S.
• Gather location and vehicle details and dispatch assistance in real time
• Coordinate with external service providers to dispatch tow trucks and service vehicles accurately and quickly
• De-escalate stressful customer interactions using active listening, empathy, and reassurance
• Track service progress using multiple web-based systems and dispatch tools
• Provide clear directions to roadside partners and explain next steps to customers
• Take ownership of every call and callback
• Collaborate with peers and managers in a virtual team using Zoom and Google Chat
• Participate in mandatory classroom training and potential cross-training

• Handle high-volume inbound calls from stranded motorists across the United States
• Gather vehicle and location details and dispatch assistance in real time
• Coordinate with external service providers to ensure accurate and rapid dispatch
• Calm and support frustrated or anxious customers using active listening and empathy
• Track service progress using multiple web-based systems and dispatch tools
• Provide clear instructions and reassurance during roadside emergencies
• Take ownership of every call and callback
• Collaborate with peers and managers in a virtual team using Zoom and Google Chat
• Complete mandatory classroom training and participate in cross-training