Onsite Roadside Assistance Customer Service Representative – In‑Office Emergency Response Associate at arenaflex
About arenaflex – Pioneering the Future of Vehicle Assistance
arenaflex is on a mission to transform the vehicle ownership experience. By blending passionate people with cutting‑edge, data‑driven technology, we empower our partners—automakers, insurers, and service providers—to deliver seamless, transparent, and connected assistance to drivers everywhere. As the industry’s leading white‑label provider of digital driver assistance services, we manage more than 150 million vehicle coverage points and respond to over 12 million service events each year. Our innovative dispatch platform, comprehensive accident management, and expanding marketplace of discounts and support services set a new standard for safety and convenience on the road.
Headquartered in Medford, MA, with a nationwide network of service providers, arenaflex offers a dynamic, fast‑growing environment where every associate can make a real impact. Join us in Clarksville, TN, and become part of a team that’s redefining how drivers get help when they need it most.
Position Overview – Onsite Response Associate (Roadside Assistance)
We are actively seeking enthusiastic, empathetic individuals to fill the role of Onsite Response Associate – Roadside Assistance. This is a full‑time, in‑person position located at our state‑of‑the‑art contact center in Clarksville, TN (2971 International Blvd). As the first point of contact for drivers experiencing breakdowns, lockouts, or other roadside emergencies, you will provide calm, compassionate support, coordinate dispatches, and ensure every customer feels safe and valued.
Key Responsibilities
- High‑Volume Call Management: Answer inbound calls, quickly gather essential details (location, vehicle type, issue) and prioritize assistance requests.
- Accurate Dispatch Coordination: Use our proprietary dispatch platform to assign tow trucks, locksmiths, jump‑start teams, and other service providers, ensuring the right help arrives promptly.
- De‑Escalation & Customer Support: Apply active listening, empathy, and clear communication to calm stressed or anxious callers, turning challenging moments into positive experiences.
- Digital Tool Proficiency: Navigate multiple web‑based systems, update case notes, and track service progress in real time.
- Collaboration & Teamwork: Work closely with fellow associates, supervisors, and external vendors to maintain a seamless workflow and uphold our service standards.
- Performance Metrics & Continuous Improvement: Meet or exceed key performance indicators (KPIs) such as average handle time, first‑call resolution, and customer satisfaction scores.
- Training & Development: Participate in paid onboarding, ongoing coaching, and cross‑training opportunities to broaden your skill set.
Impact You’ll Make
- Safety First: Provide immediate, reliable assistance that helps drivers get back on the road safely.
- Customer Trust: Build lasting relationships by delivering consistent, high‑quality support that reinforces arenaflex’s reputation as a trusted partner.
- Operational Excellence: Contribute to the efficiency of our nationwide network, ensuring service providers are dispatched accurately and on time.
- Problem Solving Under Pressure: Make quick, informed decisions during emergencies, demonstrating sound judgment and composure.
- Team Success: Support colleagues by sharing best practices, fostering a collaborative environment, and helping the center achieve its goals.
What We’re Looking For – Essential Qualifications
- Empathy in Action: Ability to connect with callers, validate their feelings, and provide reassurance during stressful situations.
- Effective Two‑Way Communication: Strong listening skills paired with clear, concise verbal explanations.
- Sound Judgment Under Pressure: Demonstrated capacity to make fast, accurate decisions in emergency contexts.
- Multi‑Tasking Mastery: Comfortable handling multiple calls, dispatch requests, and system updates simultaneously.
- Problem‑Solving & De‑Escalation: Proven track record of staying calm, patient, and professional while resolving customer concerns.
- Technical Proficiency: Comfortable navigating Google Workspace (Docs, Sheets, Slides, Gmail) and other web‑based tools.
- Geographic Requirement: Must reside within 50 miles of our Clarksville, TN contact center.
- Experience: Minimum 1 year in customer service, sales, or technical support; prior contact‑center experience is a strong plus.
- Availability: Flexibility to work evenings, weekends, and peak periods as needed.
- Background Check: Ability to pass a criminal background screening.
Preferred Qualifications & Skills
- Previous experience in roadside assistance, automotive services, or emergency dispatch.
- Familiarity with CRM or ticketing platforms.
- Certification in conflict resolution or customer experience management.
- Demonstrated ability to thrive in a metrics‑driven environment.
- Strong organizational skills and attention to detail.
Compensation, Perks, & Benefits
At arenaflex, we believe great work deserves great rewards. While exact compensation may vary based on experience and location, the following outlines our standard package:
- Base Pay: $16.25 per hour (plus potential adjustments based on performance and tenure).
- Incentive Programs: Monthly performance‑based bonuses (MPR) and additional incentive opportunities.
- Comprehensive Benefits:
- Medical, dental, and vision insurance.
- 401(k) retirement plan with company match.
- Paid Time Off (PTO) accrual up to 3 weeks per year.
- Paid holidays and sick leave.
- Tuition reimbursement for continued education.
- Complimentary roadside assistance for you and eligible family members.
- Employee Assistance Program (EAP) for work‑life balance.
- Career growth pathways and internal promotion opportunities.
Note: Actual salaries may vary based on factors such as location, experience, and relevant training.
Training & Schedule
Success starts with a solid foundation. New hires will undergo a paid, five‑week training program (Monday‑Friday, 8:00 am – 4:30 pm CST) designed to equip you with the tools, knowledge, and confidence needed to excel.
- Attendance Requirement: 100 % attendance during training is mandatory.
- Performance Evaluation: Ongoing assessments will guide your development and identify cross‑training opportunities.
- Production Shifts: Full‑time, Monday‑Friday, 8:00 am – 4:30 pm CST.
Work Environment & Culture at arenaflex
Our Clarksville contact center is a vibrant, collaborative space where respect, accountability, and positivity are core values. We foster an inclusive atmosphere where every associate’s unique perspective is celebrated. Whether you’re handling a high‑stress call or sharing a laugh with teammates, you’ll feel supported by a leadership team that invests in your growth.
Key cultural highlights include:
- Team‑First Mentality: Regular huddles, peer‑learning sessions, and recognition programs.
- Continuous Learning: Access to online courses, certifications, and mentorship.
- Well‑Being Focus: Wellness initiatives, mental‑health resources, and flexible scheduling where possible.
- Community Engagement: Opportunities to volunteer and give back to the local community.
Career Advancement & Development
At arenaflex, your career trajectory is limited only by your ambition. Many of our senior managers began as frontline associates. We provide clear pathways to roles such as:
- Senior Response Associate
- Team Lead – Roadside Assistance
- Operations Supervisor
- Training Specialist
- Product & Service Analyst
Through performance‑based promotions, tuition reimbursement, and cross‑functional projects, you’ll acquire the skills needed to move up within the organization.
Application Process & Important Dates
Ready to become the voice of safety for drivers across the nation? Follow these steps:
- Submit your application by Friday, September 12, 2025, 4:00 pm CST.
- Complete the online assessment and upload your resume.
- Participate in a virtual interview with our hiring team.
- Attend the in‑person onboarding session at our Clarksville location.
Start date is projected for Monday, October 6, 2025. All new hires will begin with the comprehensive five‑week training program outlined above.
Why Join arenaflex?
If you thrive on helping others, enjoy fast‑paced environments, and want to grow within a forward‑thinking company, arenaflex is the place for you. You’ll receive world‑class training, supportive leadership, and a clear path to advancement—all while making a tangible difference in the lives of drivers who rely on you during their most vulnerable moments.
Apply today and become an essential part of the arenaflex Roadside Assistance team. Together, we’ll drive safety, reliability, and peace of mind for millions of motorists.
Life at arenaflex – Our Commitment to You
At arenaflex, we celebrate individuality and encourage every associate to bring their authentic self to work. Our benefits are designed to support your health, financial security, and personal growth, including:
- Health, dental, vision, disability, and life insurance for you and your family.
- 401(k) with company match and tuition assistance.
- Generous paid time off, sick leave, and ten paid holidays annually.
- Employee Assistance Program (EAP) for mental‑health and work‑life balance.
- Performance bonuses, incentive programs, and recognition awards.
- Opportunities for internal mobility and skill development.
Join a workplace where your success is our priority, and where you’ll have the resources and support to thrive both personally and professionally.
Take the Next Step
Don’t miss the chance to be part of a company that’s reshaping the future of driver assistance. Click the link below to submit your application and start a rewarding career with arenaflex today.
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