Evening Roadside Intake Agent

Good Sam Enterprises, LLC; Greenville (NC); On-site; USD 22,000 - 28,000; Full time

Benefits offered by this job

Paid time off

401(k)

Employee assistance program

Good Sam Roadside Assistance

Discounts

Parental leave (if eligible)

Tuition reimbursement

On-the-job training

Health, dental, vision benefits

Job summary

Camping World Holdings, Inc. is seeking a Roadside Agent to handle incoming member calls for roadside assistance and collect essential information for dispatch coordination.

You will relay accurate details to dispatch, document data in systems, and ensure proper coverage information is applied. Expect to manage 30-40 calls daily with a strong focus on service quality and confidentiality.

Qualifications

• High school diploma or equivalent.
• Previous customer service experience.
• Strong communication and problem-solving skills.
• Ability to stay calm under pressure and multitask.
• Onsite 5 days per week.
• Data entry accuracy and attention to detail.
• Basic computer skills and call center software navigation.

Responsibilities

• Answer incoming roadside assistance calls and gather essential details.
• Relay information to dispatch teams accurately.
• Document information in systems efficiently.
• Apply correct roadside plan and coverage information.
• Identify complex cases and escalate as needed.
• Maintain call quality and metrics.
• Coordinate with service providers to dispatch assistance.

Skills

Customer service

Communication

Problem solving

Data entry

Call center software

Calm under pressure

Onsite work

Education

High school diploma or equivalent

Tools

CRM software

Job description

The Roadside Agent is responsible for answering incoming calls from members requesting roadside assistance and accurately gathering the necessary information to ensure smooth coordination of services. This role involves collecting critical details of the members' situation and taking queues and clues to ask about any additional pertinent information around the problem. As an Intake Agent, you will ensure all information is recorded and relayed to the dispatch team for action. A strong focus on excellent customer service, call control, attention to detail and reassuring next steps with the member is essential. Schedule: 5 days a week / 12PM-9PM / will work at least one weekend day

What You'll Do

• Communicate effectively while maintaining a calm presence answering incoming calls from members requesting roadside assistance
• Collect, assimilate and verify key details to be able to relay the appropriate information to the dispatch teams to aid the member.
• Input and work with various systems to document information accurately and efficiently.
• Ensure that the appropriate roadside plan and coverage information is applied for resolution with the case.
• Be able to identify complex situations and elevate to a lead or supervisors as necessary.
• Maintain confidentiality and comply with company policies and procedures.
• Manage the call efficiently to maintain call metrics and quality scores to fulfill the company's customer experience expectations.
• After navigating the intake process the agent will locate a service provider to assist using various tools and relaying the pertinent information for the service provider to successfully perform dispatch

What You'll Need to Have for the Role

• High school diploma or equivalent.
• Previous customer service experience, preferably in a fast-paced environment.
• Strong communication and problem-solving skills.
• Ability to stay calm under pressure and manage multiple tasks simultaneously.
• Ability to be onsite 5 days per week.
• Attention to detail and accuracy in data entry.
• Basic computer skills and ability to navigate call center software.
• Call center setting with the expectation of answering 30-40 calls per day.
• May require occasional weekend or holiday shifts.

Reports to: Roadside Contact Experience Supervisor

General Compensation Disclosure

• We offer a starting pay rate of $16.00 per hour, with a structured, guaranteed step pay progression as you reach key milestones with us:
• Upon successful completion of your training (3 months), your pay increases by $0.50 to $16.50 per hour.
• At your 6-month milestone, you will receive another $0.50 increase to $17.00 per hour.
• On your 1-year anniversary, your rate rises by $0.50 to $17.50 per hour.
• On your 2-year anniversary, you will receive a $1.00 bump to $18.50 per hour.
• On your 3-year anniversary, your pay reaches $20.00 per hour (an additional $1.50 increase).
• Paid Time Off
• 401(k)
• an Employee Assistance Program
• Good Sam Roadside Assistance
• discounts
• paid parental leave (if eligibility is met)
• Tuition Reimbursement (if eligibility is met)
• on the job training opportunities
• Full-time associates are offered a comprehensive benefit package including medical, dental, vision and more!
• Part-time associates are offered access to dental & vision coverage!
• For more information please visit: www.mycampingworldbenefits.com

We are an equal employment opportunity employer. The Company's policy is not to discriminate against any applicant or employee based on race, color, sex, sexual orientation, gender identity, religion, national origin, age (40 and over), disability, veteran or uniformed service-member status, genetic information, or any other basis protected by applicable federal, state, or local laws.

Camping World Holdings, Inc., headquartered in Lincolnshire, IL, (together with its subsidiaries) is America's largest retailer of RVs and related products and services. Our vision is to build a long-term legacy business that makes RVing fun and easy, and our Camping World and Good Sam brands have been serving RV consumers since 1966. We strive to build long-term value for our customers, employees, and shareholders by combining a unique and comprehensive assortment of RV products and services with a national network of RV dealerships, service centers and customer support centers along with the industry's most extensive online presence and a highly trained and knowledgeable team of employees serving our customers, the RV lifestyle, and the communities in which we operate. We also believe that our Good Sam organization and family of programs and services uniquely enable us to connect with our customers as stewards of the RV enthusiast community and the RV lifestyle. With RV sales and service locations in 42 states, Camping World has grown to become the prime destinations for everything RV