Roadside Call Center Lead

Roadside Assistance Call Center Team Lead

Overview
The Team Lead plays a critical role in supporting Roadside Assistance agents through real-time guidance, coaching, and procedural expertise. This role is designed for an experienced roadside agent who excels at intake and dispatch accuracy, provides timely support to agents, and maintains strong communication and professionalism.

Team Leads help ensure that cases are built accurately, member benefits are explained correctly, vendor selection guidelines are followed, and escalations are handled appropriately. They partner closely with the Senior Team Lead and Supervisor to maintain consistent service delivery and support the ongoing development of both new and seasoned agents.

Schedule: 4 - 10 hour shifts (min. 3 days off) / 11 AM to 10 PM

What You’ll Do

• Real-Time Support & Floor Leadership
• Provide hands-on support to agents during intake and dispatch interactions, answering questions, and guiding accurate case handling.
• Monitor real-time performance, queues, and workflows, escalating concerns to the Senior Team Lead when needed.
• Review case accuracy, membership details, and communication quality to ensure compliance with roadside procedures.
• Handle escalated or complex calls when immediate assistance is required to deescalate or assess severity.
• Support new hires transitioning from light-duty intake → MD/HD intake → dispatch, ensuring they progress confidently and accurately.

​Coaching, Development, & Quality Support

• Provide coaching moments in real time, helping agents improve communication, case accuracy, vendor selection, and procedural consistency.
• Assist with new hire training reinforcement and skill-building.
• Identify recurring trends or knowledge gaps and communicate them to the Senior Team Lead.
• Support quality initiatives by participating in informal spot checks and providing feedback to agents.

Operational & Workflow Support

• Collaborate with dispatch agents to ensure smooth and accurate handoff of events and member details.
• Monitor adherence and notify leadership of attendance gaps or workflow impacts.
• Monitor and maintain effective communication between internal teams and partner channels to support a seamless customer journey and positive Good Sam member experience.
• Assist in maintaining team schedules, documenting attendance concerns, and communicating coverage needs.
• Help identify workflow opportunities and contribute to operational improvements.
• Support process changes by ensuring agents understand and adopt updated procedures.

Culture & Member Experience

• Model expected communication and professionalism, treating colleagues with the same respect and care shown to members.
• Reinforce a positive team culture focused on accuracy, empathy, and operational excellence.
• Encourage collaboration and the sharing of best practices to improve member experience and team performance.

What You’ll Need to Have for the Role

• High school diploma or equivalent required; Associate degree preferred.
• 2+ years of customer service experience, preferably in roadside assistance or a call center environment.
• Proven success as an Intake/Dispatch Agent (S1) with demonstrated mastery of procedures and quality expectations.
• Strong communication, coaching, and conflict resolution skills.
• Ability to multitask, support others, and remain composed in high-pressure situations.
• Familiarity with roadside assistance programs, dispatch logic, and vendor networks is a plus.
• Proficient in general computer applications and capable of navigating multiple systems efficiently.

General Compensation Disclosure

The pay range for this role considers several factors in making compensation decisions including but not limited to skill sets; experience and training; licensure and certifications; and other business and organizational needs.   At Camping World, it is not typical for an individual to be hired at or near the top of the range for their role and compensation decisions are dependent on the factors stated. A reasonable estimate of the current range is listed below.  

Pay Range:

$16.65-$20.00 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! For more information please visit: www.mycampingworldbenefits.com