Do you learn quickly, enjoy helping people, and have a keen eye for detail? Are you empathetic, compassionate, and able to easily make a connection with others? If so then becoming an independent customer service contractor for LiveOps’ roadside assistance program may be a great opportunity for you to work from home and be a business owner.
LiveOps is looking for caring, dedicated professionals to work as independent customer service contractors answering roadside assistance phone calls on behalf of our client. As an independent roadside assistance agent, you will help customers whose rented vehicle has become disabled by identifying which roadside service is needed, determining where the customer is located, and addressing the customer’s safety.
This is a great opportunity for anyone who enjoys helping people and has that ability to be compassionate while staying focused on what needs to happen next.
What are the Calls Like
Drivers call in for a variety of reasons. Some call in to inquire about the features of their rental car. Others call for assistance with a flat tire, or if they’ve locked their keys in their car. Regardless of what drives the customers to call, the client wants them to receive the best customer service with a focus on being friendly, safe, and prompt.
These calls are unscripted, and rely heavily on your communication skills and ability to connect with people. You will have access to the client’s system and several applications to help you resolve the caller’s needs.
During the call you will ensure the caller is safe and may submit requests for service providers to be dispatched to the caller’s location.
Independent agents earn money for time spent talking on the phone and may also receive performance-based pay, or incentives. The talk-time rate is $0.25 cents per minute of talk time.
Calls typically come in 7 days a week between 8 am and 11 pm eastern time. These hours are subject to change based on the client’s needs.
Independent agents make their own schedule by self-scheduling to take calls in 30-minute blocks. Independent agents can self-schedule to commit to specified time blocks that work best for them. The client requires independent roadside assistance agents to self-schedule a minimum of twenty 30-minute blocks per week or eighty 30-minute blocks per month.
Being a business owner
In order to give you the most freedom and flexibility with your work schedule, LiveOps works with agents as independent contractors.
Owning your own business is easier than you think when you partner with LiveOps. We connect professionals, like you, with clients. We have tools available that make managing your LiveOps independent business a snap. From award-winning certification courses to scheduling and invoicing tools – we want LiveOps agents to have the best in the industry. You provide fabulous service and manage and grow your business the way you want. At LiveOps you control your journey – the key to additional growth opportunities lies with you and is based on your performance, not office politics!
You are in business for yourself, but not by yourself. With our large community of agents ready to lend advice, you really can build and own a business to be proud of.
Technology needed for success
- Please review the LiveOps requirements by clicking Phone and Computer Requirements from the top menu.
- Dual monitors are highly recommended for this program.
Skills needed for success
- Desire to be your own boss and to work from home
- Ability to easily make a connection with others, empathize, and show compassion to people who are upset
- Previous roadside assistance or dispatcher experience
- Proficient with mapping tools such as Google or Bing maps to pinpoint a caller’s location
- Excellent communication skills
- Attention to detail
- Accurate data entry ability
- Ability to multi-task
- Ability to set up and maintain your home office, including the cost of your own office equipment. Click Phone and Computer Requirements from the top menu to review the LiveOps requirements
- Willingness to adhere to all client-mandated security measures
- Ability to learn and use customized software and applications
Application and Certification Process
Interested agents should apply online. If your application is accepted, you will be invited to become an independent contractor with LiveOps. This invitation is contingent upon you signing the LiveOps Independent Contractor Agreement and ordering, paying for, and passing a background and credit check.
LiveOps’ client companies require you to complete the LiveOps certification courses and their program-related certification before your business can start answering calls. This is a combination of self-paced eLearning courses and live virtual classroom learning sessions conducted via conference call. The certification takes approximately 3 weeks during which time the client mandates that your business adhere to the certification schedule and attend all required virtual classroom learning sessions. The certification class will begin, Monday, January 23, 2017. If invited to provide services for LiveOps’ roadside assistance client, all required application steps must be completed by, Friday, January 13, 2017.