Roadside Assistance Team Lead

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The Lead Roadside Assistance Intake Agent oversees the intake process for roadside assistance requests and provides guidance and support to the Intake Agent team. Supporting the Roadside Contact Experience Supervisor, the Lead monitors agent activity with a focus on call quality and communication effectiveness. Acting as a subject matter expert, the Lead ensures timely resolutions, deescalates calls when necessary, and maintains a high standard of service.

The role also includes creating an environment for sharing best practices to enhance the customer experience and meet performance targets.

• Oversee and assist the Intake Agent team in handling incoming roadside assistance calls.
• Monitor accuracy and quality of key information, including communication about membership and program benefits.
• Act as a point of escalation for challenging situations or complex cases.
• Survey real‑time performance and provide feedback to Intake Agents to ensure adherence to quality and efficiency standards.
• Collaborate with the Dispatch team to ensure smooth handoff of intake details.
• Provide training, coaching, and ongoing support to new and existing Intake Agents.
• Maintain team schedules, track attendance, and communicate workflow opportunities to ensure optimal coverage.
• Analyze call metrics and quality assurance scores, fostering an environment that encourages agents to raise performance levels.
• Assist with process improvements to streamline intake procedures and enhance customer satisfaction.

• High school diploma or equivalent required; associate degree preferred.
• 2+ years of experience in customer service, preferably in a roadside assistance or call center environment.
• Proven excellence in a similar role.
• Strong communication, coaching, and conflict resolution skills.
• Ability to multitask and manage high‑pressure situations with composure.
• Familiarity with roadside assistance programs is a plus.
• Proficient in basic computer applications.

Pay Range
$16.25‑$19.67 Hourly

In addition to competitive pay, we offer 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), and 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.

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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.