Xperigo| Roadside Assistance
US|Bilingual - English/French
Inbound Customer Support
Earn Up to $14.25 per hour*
Service Revenue
$12.75 per hour**
($6.375 per interval)
Service *Service Partners servicing Xperigo can earn up to $14.25 per hour ($7.125 per
Revenue interval) if they service at least 50 hours (100 intervals) per invoice period.***
**Hourly rate shown assumes the servicing of two, 30-minute intervals.
***The invoice periods run from the 1st of the month to the 15th and from the 16th to the
30th/31st.
Class Schedule Class Times Offered
Phase I Monday – Friday
05/02/2022 – 05/10/2022
6-hour class/no self-paced work
Phase II – Start Earning Revenue!
9:00 a.m. – 6:00 p.m. ET
05/11/2022 – 05/20/2022
3:00 p.m. – 9:00 p.m. ET
Certification
Intervals Available* Special Servicing Requirements*
7 days a week/365 days a year 5 hours (10 intervals) on Saturdays, Sundays
Monday – Friday or a combination of both
8:00 a.m. to 9:00 p.m. ET
Servicing
Saturday & Sunday
Times
8:00 a.m. to 10:00 p.m. ET
Available
*Subject to change based on client needs
Xperigo| Roadside Assistance
US|Bilingual - English/French
Inbound Customer Support
About the Client | Xperigo
Proudly Canadian, Xperigo has
provided B2B roadside assistance
services in Canada for 28 years and
recently expanded into the US in
2017.
Xperigo provides private label
roadside services to top automobile
manufacturers, rental car companies
and other organizations with large
vehicle fleets.
For more information about Xperigo, review the client’s website: https://www.xperigo.com/
System and Equipment
Equipment Must Meet Platform Standards
Click Here for System & Equipment Policy
Additional requirements:
Keypad/headset, e.g., AGPTek or Plantronics S12
Dual Monitors are strongly recommended
Please note: Service Partners will need ONE of the following types of phone lines
to service the Xperigo program:
• POTS (Plain Old Telephone) line (hard-wired to wall outlet)
• Cable telephony (connected directly from router/modem device)
• Digital service (connected directly from router/modem device)
• VoIP through a physical hard phone, i.e., a tangible device that sits on your
desktop
Xperigo| Roadside Assistance
US|Bilingual - English/French
Inbound Customer Support
What to Expect When Servicing
What to Expect
This is a bilingual opportunity for English/French speakers.
On a day-to-day basis, Service Partners can expect to handle customer service
inquiries for Xperigo’s client base.
Answering all customer contacts, originating from the U.S. and Canada, such as:
• Must speak English and French fluently
• Roadside assistant requests
• Handle customer inquires related to their automotive concerns
• Utilize computer applications to provide exceptional customer service
• Handle customer requests for program associated inquiries
• Arrange required service through the CAA, AAA, or client network
• Enter call information in computer system
• Communicate with dispatch centers across Canada and the U.S.
• Make judgment calls concerning service exceptions
• Oversee resolution of basic customer care issues and escalate to Support Specialist
as required
• Adhere to all program guidelines set out by each corporate client
Capabilities of Top Performing Service Partners for this Program
• Fluent in English and French
• A working knowledge of Google maps and other mapping resources
• Display patience, empathy, an ability to manage stress, and the ability to
work under pressure
• Skilled and efficient in verbal communications
• Provide knowledgeable, friendly and timely customer service
Xperigo| Roadside Assistance
US|Bilingual - English/French
Inbound Customer Support
CERTIFICATION DETAILS
In this phase:
Agents will learn about the client, how to navigate
systems, and how to complete customer interactions.
Requires strong attention to detail, lengthy periods of
Instructor-Led eLearning & intense concentration, a great deal of learner
involvement and class participation.
Self-Paced Work
6 Class Days:
• Six hours of Instructor-led content per day
• No self-paced work
In this phase:
A combination of instructor-led class time and call-
Instructor-Led Learning & taking. Additional details will be provided in class.
Certification Call-Taking Opportunity to apply what you learned in Phase 1 to
Earn While You Learn! live-calls.
During the Certification SOW, Service Partners are
required to service a minimum of 30 intervals (15 hours)
per week during times posted in Starmatic and as
outlined in the SOW. Please review the Certification SOW
for additional information, including the end date.
See Page 1 For Class Dates and Time
100% attendance in instructor-led sessions is highly encouraged for success
Xperigo| Roadside Assistance
US|Bilingual - English/French
Inbound Customer Support
CERTIFICATION DETAILS
Certification Completion Criteria
• Complete pre-course work prior to day 1 of class (if applicable)
• Successfully pass live certification call-taking days (if applicable)
• 100% completion of daily self-paced work
• 80% or greater on assessments, mid-term, and final assessments
• Participate in all call taking days as indicated above
• Achieve an 85%+ QA Score on scored live certification calls
• Success Strategies for Certification
• Success Strategies for Production
• Complete Affidavit of Identification
• All learners must complete the Service Partner Security Awareness self-paced course and
score 85% or higher on the assessment before the last day of class
We highly suggest that you attend class every day - as this is critical
to your company's success. If you are not able to attend a class,
please advise your instructor. Failure to notify your instructor could result
in being dropped from class with no refund.
Read complete course policies here
THIS OPPORTUNITY REQUIRES A BACKGROUND CHECK AND AFFIDAVIT OF IDENTIFICATION
You will be prompted to complete a background check during the enrollment process - if
you have not completed one within six months of the class start date.
The background check will include, but not be limited to, a check of disqualifying criminal
convictions for at least the immediately preceding 10-year period.
AFFIDAVIT OF ID
A completed, Affidavit of Identification with photo ID must be on file.
• To access the Affidavit of Identification form, log on to the portal, click on the AVA icon on
the bottom right, select Affidavit Form and click on Affidavit Instructions and Requirement
Canada
• Make sure to follow all instructions and once completed, submit the form to:
[email protected]Please note:
• Arise will not process system access codes, required to attend the certification course, until ALL
enrollment pre-requisites have been successfully completed and provided to Arise.
• If the learner is removed or dropped from the opportunity for failure to complete all steps, no
refunds will be provided.
Service level requirements vary and are subject to change
Failure to meet one or more of the service level requirements may result in termination of the SOW.
The service level requirements may be modified from time to time upon commercially reasonable
notice to the business.
Service Level Requirements Metrics Definition
% of intervals serviced compared to
the intervals scheduled and
Commitment committed to service. Commitment
> 90% Adherence is calculated as Serviced
Adherence
Minutes/(posted Minutes + Released
Lockdown Minutes)] x 100
Quality Assurance Critical Score are
the elements of Xperigo’s Quality
Quality Assurance > 85% program specific to the customer’s
experience and compliance to
Xperigo’s processes and procedures
Average Handle Time 350-450 seconds Talk time + Hold Time + ACW Time
Time spent in After Call Work or
Auxiliary phone statuses in Avaya. Not
On Call Time is a component of overall
After Call Work NOC < 60 seconds Average Handle Time, and should be
kept to a minimum, in order to help
your company, achieve the Average
Handle Time goal
Log-in codes are confidential, user-specific and will only be
generated for confirmed course attendee
All business’s must ensure that their agents have a professional work environment, when in class
and when servicing.
• Commitment Adherence is critical to this program. Businesses are responsible for ensuring that
their agents service all intervals that have been accepted in StarMatic®.
You DO NOT QUALIFY to participate in this program if any of the following applies:
• Currently servicing any other roadside assistance program through any other vendor or
Arise application, or servicing through any other Emergency Roadside Service Program.
• Are already in “interested” status for another opportunity.
• The dates and/or times of the class for this opportunity overlap with a class for another
opportunity you are already enrolled in.
• Were servicing one or more SOWs that were terminated for cause, including a ‘Breach of
SOW Client Policy’ for this client program.
• Have a dropped status from 3 or more opportunities within the last 90 days, regardless of
whether it is this program or a different one.
• Have a Commitment Adherence below 90%.
DISCLAIMER
This Opportunity Announcement (OA) is intended as a summary of the applicable business opportunity. It is not
a legal document, nor a comprehensive review of all terms included in the applicable Statement of Work
(SOW).
You should thoroughly review each SOW prior to executing it. In the event of a conflict between the OA and
the SOW, the terms of the SOW will take precedence. Arise recommends a thorough review of all policies prior
to enrolling in the certification course.
