Agero: Customer Service Specialist
One Cabot Road
Medford, MA 02155

Employee Testimonials

Balaji Srinivasan Agero
Chris Richard Agero

Video

Ahead of the Curve.

No one knows the road like Agero. For over 40 years, we have provided the safest, smartest solutions for drivers and the companies that keep them moving.

As a result, we have become an industry leader, providing vehicle manufacturers and insurance carriers with privately labeled state-of-the-art roadside assistance plans and efficient claims management solutions. Our Roadside Assistance network protects more than 75 million drivers each year, providing award-winning service that helps motorists in their time of need while building customer loyalty for our clients.

Headquartered in Medford, MA with operations throughout North America, we are trusted by more than 100 leading corporations and used by 75% of the new passenger vehicles sold in the U.S. As a result, we have more information about cars and drivers than any other company. We use that data to continually enrich our solutions, maximizing our customers' opportunities while minimizing driver distraction.

DESCRIPTION SUMMARY: The Customer Service specialist leads the resolution of all client issues to completion. Additionally, this role analyzes details of situation to determine degree of responsibility of all involved parties. Negotiates and settles all damage claims that have been submitted. Utilizes strategic decision making skills to provide mutually beneficial resolution to inquiries.

Key Outcomes for the Role:

  1. Build relationships with team members and key internal partners
  2. Learn internal systems
  3. Learn internal processes

ESSENTIAL FUNCTIONS:

  • Researches damaged vehicle incidents and roadside assistance inquiries.
  • Responds appropriately and professionally to the customer, client and/or internal organization.
  • Mediates, negotiates, and develops and implements steps for resolution.
  • Develops internal and external relationships to ensure client satisfaction.
  • Resolves member issues within a specified time period, including, but not limited to contact center, vendor or claims inquiries.
  • Analyzes customer and client issues and identifies and recommends improvements and enhancements toward greater account satisfaction.
REQUIREMENTS
EDUCATION: Associate degree required. Bachelor's degree a plus.
EXPERIENCE:
  • 1-3 years customer service experience.
  • Experience managing a constant queue and efficiently resolving each case within target issue resolution time expectations.
  • Insurance or claims experience is preferred, but not required.
  • Strong problem solving and organizational skills required.
  • Flexibility and ability to prioritize in a fast paced environment with tight deadlines.
  • Work independently as well as part of a team.
  • Demonstrates strong listening, analytical and problem solving skills.
  • Requires strong oral and written communication skills, business writing and computer application knowledge.
  • Handle multiple tasks simultaneously. Must be able to work flexible hours as business needs dictate.
Full-time

Employee Testimonials

Balaji Srinivasan Agero
Balaji Srinivasan
Director of Engineering

“I highly recommend Agero because it offers a good work culture, friendly employees, and it’s always looking to innovate and improve.”

Jeannine Booton
Vice President, Marketing

"Agero’s on going growth presents exciting marketing challenges and provides ongoing career opportunities. It’s an innovative company that allows –and encourages – creativity."

Chris Richard Agero
Chris Richard
Vice President, Automotive

"It’s great to be at a company where you help both drivers and vehicle manufacturers at the same time. Agero’s pace of innovation makes you feel like you’re on the cusp of something big."