[Hiring] Emergency Response & Escalations Specialist @Knowledge Rhino

Role Description

Knowledge Rhino is hiring calm, capable customer support professionals to assist drivers during roadside incidents and vehicle emergencies. This is a high-volume, inbound phone-support role requiring strong judgment and composure under pressure. Calls may range from routine situations—such as flat tires, dead batteries, lockouts, or towing needs—to serious vehicle collisions involving frightened or injured callers.

As an Emergency Response & Escalations Specialist, you will:

• Answer inbound calls from drivers experiencing roadside incidents or vehicle emergencies
• Gather and verify the caller's identity, location, vehicle information, and immediate needs
• Assess situations ranging from routine service requests to serious collisions
• Recognize calls requiring immediate escalation and follow established response procedures
• Calm and support callers who may be upset, frightened, injured, or under significant stress
• Coordinate appropriate roadside assistance or escalation
• Provide clear instructions and accurate expectations
• Document every interaction completely and accurately
• Navigate multiple systems while maintaining control of the conversation
• Meet expectations for attendance, quality, productivity, and customer service

Qualifications

• Previous call center, escalations, dispatch, roadside assistance, emergency response, or phone-support experience is preferred
• Strong verbal communication and active-listening skills
• Sound judgment and the ability to remain composed during stressful calls
• Confidence working with people who may be frightened, frustrated, or emotionally distressed
• Accurate data-entry and computer-navigation skills
• Ability to follow structured procedures without sounding scripted
• Ability to work independently in a remote environment
• Current residence in Texas
• Ability to pass a required background check

Requirements

• A Windows 11 computer
• At least 8 GB of RAM
• Dual monitors
• A reliable, hardwired Ethernet connection
• A hardwired USB noise-cancelling headset
• A webcam
• A quiet, private, distraction-free workspace

Benefits

• Work entirely from home
• Receive paid, structured training
• Help drivers during situations where calm, capable support genuinely matters
• Build experience handling complex and high-impact customer interactions
• Join a growing remote team with opportunities for additional responsibility