Agents,

A new servicing opportunity is now available through the Arise Platform for agents interested in providing accident and roadside assistance support through the Agero Accident Assistance | AM Swoop Customer Service program.

This opportunity is best suited for agents who remain calm under pressure, thrive in fast-paced environments, and are comfortable assisting customers who may be stressed, stranded, or involved in urgent roadside situations. Agents with prior roadside assistance, dispatch, logistics, insurance claims, emergency support, or high-volume customer service experience may find this program to be an excellent fit.

Program Overview

Client: Agero

Program: Accident Assistance | AM Swoop Customer Service

Program Type: Inbound Customer Service

About the Client

Agero is a leading provider in the driver assistance industry, supporting more than 30,000 drivers daily through roadside and accident management services. Their mission is to deliver timely and effective assistance during urgent roadside and accident-related events.

Production Service Revenue

$12.00/hour

$6.00 per 30-minute interval.

Certification Service Revenue

$7.64/hour

$3.82 per 30-minute interval

Certification Incentives

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

Certification Schedule

Phase 1: Instructor-Led & Self-Study

April 23, 2026 – May 14, 2026

Phase 2: Virtual Classroom with Live Call-Taking

May 15, 2026 – May 21, 2026

Class Schedule

Monday – Friday

9:00 a.m. – 1:00 p.m. ET

Daily Certification Commitment

• 4 Hours Instructor-Led Training Daily
• 2 Hours Self-Study Content Daily
• Webcam Required During All Certification Engagement Activities
• Full Participation Required Throughout Certification

Important Certification Expectations

• Attendance is strongly expected every day
• Failure to attend Day 1 results in immediate removal from class
• $50 Class Confirmation Deposit Required and Non-Refundable if Dropped/No-Show
• Agents must complete 100% of daily self-study assignments
• Must score 85% or higher on assessments, simulations, and final evaluations
• Must pass live certification call-taking requirements
• Must achieve 85%+ QA on scored live certification calls
• Must complete Security Awareness Course with 85%+ prior to taking calls

Servicing Availability

Available 24 Hours/Day

7 Days/Week

365 Days/Year

Peak Demand / Best Scheduling Windows

• 8:00 a.m. – 12:00 p.m. ET
• 4:00 p.m. – 8:00 p.m. ET

Approximately 50% of intervals are concentrated during these drive-time windows.

Special Servicing Requirements

• Minimum of 5 Hours (10 Intervals) Must Be Serviced on Mondays or Fridays, or a Combination of Both

What You Will Be Doing

Agents servicing this program can expect to:

• Receive inbound calls from drivers needing accident or roadside-related assistance
• Establish new accident assistance service events
• Coordinate accident scene management and dispatch support
• Manage vehicle release and towing-related logistics
• Receive inbound callbacks from customers, clients, and service providers
• Make outbound dispatch/service coordination calls
• Document all service details accurately and thoroughly
• Provide reassurance and professional support to distressed customers during urgent situations

What to Expect on Calls

This is not a traditional basic customer service role. Many callers may be:

• Stranded roadside
• Involved in an accident
• Upset, anxious, emotional, or frustrated
• Seeking urgent assistance with time-sensitive needs

Agents must be prepared to maintain professionalism, empathy, urgency, and accuracy under pressure.

Performance Expectations

Failure to maintain metrics may result in SOW removal.

Required Service Levels Include:

Commitment Adherence

• 90% or Higher

Quality Assurance

• Greater Than 80%

Average Handle Time

• Certification: 500–600 Seconds
• Production: 350–450 Seconds

Not On Call Time (NOC)

• Certification: Under 130 Seconds
• Production: Under 100 Seconds

Technology Requirements

Agents must meet all Arise Platform requirements plus:

• Windows 11 (Fully Updated / No Pending Updates)
• USB Hardwired Headset with Phone-Quality Audio
• Webcam Required
• Equipment Must Pass Arise PC Scan
• Stable Hardwired Internet Connection Required

Background Check / Verification Requirements

• Background Check Required
• Photo ID Verification Required
• Daily Facial Authentication During Certification
• Credit Freeze Must Be Lifted with Experian If Applicable

Eligibility Restrictions

You may NOT qualify if you:

• Are currently servicing Agero through another vendor, Arise application, or roadside program
• Are interested/enrolled in another Arise opportunity
• Have dropped/failed certification in last 60 days
• Have 3 drops/fails in rolling 12 months
• Are located in Delaware, Hawaii, Indiana, Michigan, Nevada, New Hampshire, or New Mexico
• Have outdated contact information on file with Arise

Recommended Agent Profile

This program is best for agents who:

• Perform well in high-pressure environments
• Have roadside, dispatch, logistics, insurance, or emergency support experience
• Are strong multitaskers
• Can navigate multiple systems quickly
• Have excellent verbal communication and active listening skills
• Are proficient with Google Maps or mapping/navigation tools
• Demonstrate patience, empathy, and de-escalation skills

Final Recommendation

Please carefully review this opportunity before enrolling. This is a demanding but rewarding program that requires urgency, professionalism, emotional intelligence, and strong multitasking abilities. Agents who excel in structured, fast-paced environments and enjoy helping customers during stressful situations are often highly successful in this line of service.

If interested, log in to your Arise Portal and confirm all eligibility, scheduling, and technology requirements before enrolling.

AltaConnect Support