Provide emergency roadside assistance to customers that have the ERS benefit as part of their automotive insurance policy or their new vehicle owner’s package.

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What to Expect:

• 24/7 servicing of inbound calls for roadside assistance and other service requests from client’s customers and/or client account representatives for assistance with items such as:

  • a vehicle that won’t start

  • flat tire(s)

  • keys locked inside a car

  • vehicle out of gas

  • vehicle in an accident

• Place outbound calls to listed Service Providers to secure appropriate towing assistance to resolve the customer’s needs
• Possible outbound calls to client, client’s customers and/or client account representatives for status and clarification purposes.
• Transferring of inbound calls or outbound calls to other client-designated internal support departments or client account representatives.
• Outbound coordination to client’s independent service providers.
• Possible follow up calls to independent service providers for clarification and/or additional calls for secondary services.

• Probing to identify the need of the customer based on vehicle inoperable situation
• Identifying the customer’s location using Google Maps and other client tools
• Providing policy coverage details based on the specific client program
• Securing a Service Provider to assist the customer, based on the parameters of the policy’s program
• Providing status updates to customers calling after the initial request for assistance was processed