Agero Bilingual Opportunity Announcement

Agents,

AltaConnect is sharing important details regarding the newly released Agero Bilingual (English/Spanish) servicing opportunity. Please review all information below before determining your eligibility and proceeding with enrollment. This announcement includes servicing expectations, enrollment requirements, certification and security verification steps, and revenue/payment information.

This information ensures agents understand the full scope of participation and the steps required to successfully enroll and begin servicing.

Servicing Overview

Agero provides 24/7 roadside assistance support to customers experiencing emergency vehicle situations. Agents servicing this program will assist customers in high-stress circumstances and are relied upon for rapid and effective solutions.

Day in the Life

Agents can expect to:

• Answer inbound calls for roadside assistance requests, including no-start vehicles, flat tires, lockouts, out-of-gas situations, or accidents.

• Place outbound calls to service providers to coordinate towing or roadside support.

• Make outbound calls to customers or client representatives for clarification, updates, or follow-up.

• Transfer calls to designated support departments as needed.

• Use Google Maps and client tools to identify customer locations and service provider availability.

• Provide policy coverage information based on the customer’s program.

• Secure appropriate service providers and manage the full service coordination process.

• Deliver timely status updates for customers checking on their service request.

Capabilities of Top Performing Agents

• Fluent in English and Spanish.

• Strong verbal and written communication skills.

• Exceptional problem-solving abilities.

• Ability to navigate multiple software tools efficiently.

• Patience, empathy, and ability to perform under pressure.

Servicing Schedule and Interval Availability

• 365 days per year, 24/7 availability.

• Most intervals offered fall between 8:00 a.m. – 12:00 p.m. ET and 4:00 p.m. – 8:00 p.m. ET.

• Special requirement: 5 hours (10 intervals) on Mondays and Fridays, or a combination of both days.

All intervals are subject to change based on client needs.

Revenue and Pay Rates

Certification Service Revenue

• $7.64 per hour ($3.82 per 30-minute interval)

Production Service Revenue

• $12.00 per hour ($6.00 per 30-minute interval)

Self-Study Revenue

• 4-hour class with paid self-study per day during certification phases

Incentives

• Earn an additional $1.81 per hour ($0.905 per interval) when servicing a minimum of 12 hours/24 intervals per week during the Certification SOW after Phase II.

• Earn an additional $100 when servicing at least 13 hours per week after Phase II and accepting the first Production SOW offered to your business.

Enrollment Eligibility Criteria

Agents do not qualify for this program if any of the following apply:

• Currently servicing Agero through another vendor, Arise profile, or Emergency Roadside Service program.

• Previously had an SOW terminated for cause, including breach of SOW client policy.

• Currently listed as “interested” or “enrolled” in another opportunity.

• Certification class times overlap with another class already enrolled in.

• Dropped or failed a certification class within the last 60 days (rolling).

• Three drops or fails in certification classes within a 12-month period.

• Located in Hawaii or New Hampshire.

• Contact information in Arise is not current.

Failure to maintain updated contact information may result in removal from the opportunity without notice.

Certification Overview

Phase 1: Instructor-led and self-study content. Focus on learning the client, system navigation, and customer mapping.

• 4 hours instructor-led per day, 2 hours self-study per day

Phase 2: Blended instructor-led training and live call-taking. Apply Phase I knowledge while earning revenue.

• Must service at least 10 intervals per week outside scheduled class time

• 2 hours self-study per day

Phase 3: Learn Dispatch and Solutions call types.

• 4 hours instructor-led per day, 2 hours self-study per day

Phase 4: Instructor-led plus live call-taking. Apply learned skills while earning revenue.

• Must service at least 10 intervals per week outside scheduled class time

• 2 hours self-study per day

Certification Completion Criteria

• Pass live call-taking days (if applicable)

• 100% completion of self-paced work

• 80%+ on assessments, mid-terms, simulations, and finals

• Participate in all call-taking days

• 85%+ QA score on scored live calls

• Complete Service Partner Security Awareness course with 85%+

Important: Missing the first class day will result in automatic removal from the course. A $50 class confirmation deposit is required and non-refundable.

Security & Verification

Background Check

• Prompted upon enrollment.

• Credit freeze must be lifted with Experian for at least 10 days.

• Recent legal name changes may delay processing.

• Respond promptly to background check vendor requests.

Drug Screening

• May be required; instructions provided after enrollment.

Photo ID Verification

• One-time verification during enrollment.

• Requires valid driver’s license/ID and selfie on mobile device.

Daily Facial Authentication

• Quick selfie required for daily Virtual Classroom entry.

• Up to three attempts per day allowed.

PC Scan

• Must pass a pre-class PC scan.

• Same computer should be used for daily class access.

• Retake option available if scan fails.

Note: Arise will not issue system access codes until all prerequisites are completed.

Support & Next Steps

Submit questions or issues through the AltaConnect Helpdesk.

Prompt completion of all enrollment steps is required to secure participation in the Agero Bilingual program.