Roadside Assistant (also available in Spanish)

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This client provides emergency roadside assistance to customers that have emergency roadside benefits as part of their automotive insurance policy or their new vehicle owner’s package.11 out of 15 top insurance carriers support their customers through this client, and 75% of new passenger vehicles sold in the U.S. use this client to provide their customers with roadside assistance.  

Client Expectations

 •24/7 service of inbound calls for roadside assistance and other service requests from client’s customers and/or client account representatives for assistance with items such as:  –a vehicle that won’t start –flat tire(s) –keys locked inside a car –vehicle out of gas–vehicle in an accident 

 •Place outbound calls to list of client’s service providers to secure appropriate towing assistance to resolve the customer’s needs

•Possible outbound calls to client, client’s customers and/or client account representatives for status and clarification purposes.

•Transfer inbound calls or outbound calls to other client-designated internal support departments or client account representatives

•Outbound coordination to client’s service providers & possible follow up calls for clarification and/or additional calls for secondary services

•Probe to identify the need of the customer based on vehicle inoperable situation

 •Identify the customer’s location using Google Maps and other client tools 

•Provide policy coverage details based on the specific client program 

•Secure a Service Provider to assist the customer, based on the parameters of the policy’s program 

•Provide status updates to customers calling after the initial request for assistance was processed