Agero + Swoop
As the category leader, we are at the forefront of a major industry transformation.
Medford, MA

Customer Service Representative at Agero + Swoop

| Greater Boston Area
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Title: Service Provider Support Associate

Role Description and Mission:

Many of the most recognized automotive and insurance brands in North America trust us to take care of their customers in their moment of need. Agero’s Customer Care Centers touch millions of our clients’ end-customers every year. We ensure that customers have a great experience with Agero, and by extension, help build our clients’ brand and ongoing relationship with their customers.

The Service Provider Support Associate assists the Service Provider network with all activities related to their relationship with Agero while Researching claim issues and corresponding with service providers to ensure proper resolution of claims. Additionally, they will assist providers with adherence to claims policies and guidelines in accordance with the companies terms and conditions.

Key Outcomes

  • Supports the day-to-day performance of service providers.
  • Answers incoming calls regarding claim status and communicates with service provider regarding any issues concerning claims.
  • Investigates services provider complaints and corrects documentation as necessary.
  • Resolves service provider complaints within set guidelines.
  • Audits and monitors invoices for improvement and fraud.
  • Completes additional duties as assigned.
  • Supports and provides assistance to Performance managers to build and Maintain positive service provider relationships
  • Utilize internal applications to understand and interpret claims payment requests and apply appropriate processes to resolve.
  • Investigate and resolve issues related to all service provider’s payments and claims activity across multiple internal departments
  • Assist Service Providers with basic technical issues regarding their Agero business accounts (Agero Support, Agero Ticket, Roadside Connect, profile maintenance).


Skills, Education and Experience:
Education: High School diploma or equivalent experience. Bachelor’s degree a plus.
Experience: 1-2 years Customer service experience. Previous claims experience a plus.
Complexity: Possesses strong communication skills. Utilizes good judgement and decision making and conflict resolution skills. Demonstrates basic computer and typing ability. Utilizes attention to detail, organizational and interpersonal skills.
Working Relationships: Communicates with associates, customers, clients and management effectively and professionally.
Additional Requirements: Ability to work flexible schedule as business needs dictate.

THIS DESCRIPTION IS NOT INTENDED TO BE A COMPLETE STATEMENT OF JOB CONTENT, RATHER TO ACT AS A GUIDE TO THE ESSENTIAL FUNCTIONS PERFORMED. MANAGEMENT RETAINS THE DISCRETION TO ADD TO OR CHANGE THE DUTIES OF THE POSITION AT ANY TIME.




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Where we are

We're located in thriving Medford, MA, a short distance from the MBTA with close access to I-93, restaurants, bars, shops and downtown Boston.

Technology we use

  • Engineering
  • Product
  • Sales & Marketing
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    • PerlLanguages
    • PythonLanguages
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    • DrupalCMS
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What are Agero + Swoop Perks + Benefits

Agero + Swoop Benefits Overview

Agero is focused on providing a resource rich, creative environment driven by exciting work as well as a multitude of opportunities to accelerate your technology career. In support of this mission, we offer a wide range of benefits to include:

- Flexible time off policy
- Rich opportunities to volunteer and give back to our surrounding community through groups such as "read to a Child" and the Mystic Rivershed Cleanup organization.
- Tuition reimbursement
- A robust game and entertainment room complete with the latest and greatest gaming systems
- Weekly happy hours
- Robust internal career development programs designed to support the growth of each employees career
- World class onsite gym complete with spinning, yoga and much more!

Culture
Volunteer in local community
Read to a Child, Mystic Rivershed Clean up.
Eat lunch together
Intracompany committees
You will have the opportunity to help with: identifying the latest additions for our game rooms, discussing how to better communicate across the org or planning events.
Open office floor plan
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Agero employees can contribute up to $2,750 annually to their FSA.
Disability Insurance
Disability insurance covers 60% of pre-disability earnings.
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Employer covered life insurance is equal to 1x an employee's annual salary. Employees also have the option to purchase supplemental life insurance up to 5x their annual salary.
Pet Insurance
Wellness Programs
Onsite Gym
Retirement & Stock Options Benefits
401(K)
401(K) Matching
Agero provides employees with a 401(k) matching plan managed by Fidelity Investments. We match 100% of the first 2% of contributions, and 50% of the next 4% of contributions.
Performance Bonus
Whether you are an engineer or a contact center representative, a piece of your annual compensation is delivered via an annual bonus, paid 2 per year. Target bonus amounts vary by role.
Child Care & Parental Leave Benefits
Flexible Work Schedule
Company sponsored family events
Agero sponsors summer BBQ's as well as a halloween extravaganza complete with in house trick or treating, haunted houses and best costume contests for the children of employees.
Vacation & Time Off Benefits
Unlimited Vacation Policy
Paid Volunteer Time
Perks & Discounts
Casual Dress
Commuter Benefits
Game Room
Happy Hours
Parking
Professional Development Benefits
Job Training & Conferences
Tuition Reimbursement
Lunch and learns
Whether it's personal development or for general education about our business, Learn at lunch is a big part of who we are!
Promote from within

Additional Perks + Benefits

We’ve got the benefits you’re used to and some you aren’t – including flexible health and dental care from your choice of doctors. We take care of the time off and allow you to make decisions about how much you want to carry over from year to year so you can recharge your batteries and achieve harmony both inside and outside of the workplace. How many places set you up with laptops and two monitors as standard fare? We’ve got more discounts and perks than you can count on 2 hands – and they are meaningful! Plus we offer a free subscription to the CC Motor Club.

An Insider's view of Agero + Swoop

How would you describe the company’s work-life balance?

Agero allows me to have the work-life balance I need. The company understands and cares that employees have things they need to deal with outside work. Agero is the most flexible company I have ever worked at in accommodating the chaotic schedule I sometimes have to work; I arrange my life first and know it’s ok to make my work fit in around that.

Cathy

Senior Manager, Data Science

How has your career grown since starting at the company?

The Agero team has supported my career growth in two ways, by helping identify my strengths and creating a role that plays to those strengths. They value their employees and frequently expose them to new opportunities. They have created an increasingly unique environment with relatively high job security, fun work, and high career growth potential.

Richard

Chief of Staff

What is your vision for the company?

To deliver exceptional, modern & seamless roadside assistance, accident management & connected vehicle experiences to customers worldwide. We’ve long been a leader in the US & are transforming the industry not just here but globally, creating new experiences for the consumer, client, call center agent, service provider, dealership & repair shop.

Jeff

Chief Strategy Officer

What makes someone successful on your team?

My team is comprised of Program Managers who are responsible for driving delivery across most of the organization. Those who are most successful are proactive, solution-oriented, and skilled collaborators, have a natural and relentless curiosity, and both embrace and evangelize change. Of course, great discipline and organization skills help too!

Stefanie

Director, Program Management

Agero Careers In Medford
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