For each damage complaint that Customer Recovery receives, our liability specialists and management team analyze all of the information collected in order to make the best decision possible given the facts and evidence provided. The team undergoes monthly training courses provided by one of our senior associates, Brian Rossi, bringing more than 10 years of experience and leadership to the sessions.
The training sessions allow the team to openly discuss aspects of the damage complaint that may be hindering their ability to make a final resolution. A projector screen is utilized to display damage photos and estimate break downs based off former and current cases. The team, as well as management, can easily identify trends amongst the damage complaints and develop that knowledge going forward by sharing the best recovery practices.
Continuing to Enrich our Specialists:
Agero has partnered with the Massachusetts Towing Association Training and Certification Program to ensure our team is prepared for a thorough assessment of each damage complaint case.
Live demos offer our specialists a first-hand look at service-specific events and present them opportunities to ask questions and observe damages before their eyes.
Management is committed to a stronger interviewing process, continually seeking qualified individuals.
Depending on your zone, the
winter season can bring unexpected volume as well as unexpected challenges on
the job. We recommend keeping some of these preventative safety tips in mind and be
patient as this weather can cause a lot of stress. Try leaving an emergency pack in your glove compartment or trunk containing some gear to get you or someone in need through an uncomfortable
time such as:
Extra pair of gloves
Bright colored cloth (you can tie this to your antenna or
door handle for added visibility)
A small package of mixed nuts, dried fruit, or other
sealed snacks to provide you with some energy or comfort in a stressful time
A blanket or other warm items to layer up should there be
an excessive wait time for assistance to arrive
During these winter
months here are a few suggestions to ensure you get from point A to point B
safely and confidently:
Keep an eye on the weather forecast during your winter
travels as snowfall, ice, and other wintry conditions will
certainly play a role in your ETAs and service delivery.
Take note of your odometer and coordinate it with exit
numbers, mileposts, or crossroads so if you are in a crash or slide off
the road you'll be more prepared to identify where you are and acquire
assistance more quickly to your location.
Be courteous to those awaiting your arrival. Call ahead to your destination
just as you are leaving and be realistic about your ETAs. Be sure to keep
your customers and Agero aware of your travel statuses and any time
Look farther ahead in traffic than
you normally do. The actions of other cars and trucks will act as a red
flag if there are abnormal road conditions coming your way, allowing you
extra time to react safely.
Trucks take longer to respond and come to a complete
stop when breaking, so break early and break correctly. It takes more time
and distance to stop in adverse conditions.
warnings have been issued for parts of seven states in anticipation of Winter
Storm Juno, which will be a major snowstorm for the Northeast Monday through Tuesday
night, lingering into Wednesday morning. Parts of the region will see blizzard
conditions and more than 2 feet of snow.Severe weather will certainly bring unexpected call volume as well as unforeseen
challenges on the road. Our primary concern is the safety of both you and our
customers, we urge you to operate on the side of caution while quoting
realistic ETA’s based on the weather conditions in your area. Agero
understands that ETA’s are naturally going to be higher than usual during this
time. To assure that your extended ETA’s are being accepted, pleasefollow these steps:
Enter Your ETA
Select “Weather” as the option (when asked the reason for the lengthy ETA)
Note: The “weather” option will appear after your ETA has been given and or entered
and is offered to you through all Instant Dispatch platforms, Ageros Roadside
Connect app as well as our automated dispatching system.
Agero is aware of all the states that will be impacted
by the storm and will accept your prolonged ETA’s accordingly.
Do you know someone interested in
joining the Agero network? Here are a few services that we have to offer:
Emergency Road Services (ERS) -
These are your "everyday" breakdowns including: towing, lockouts,
jumpstarts, tire changes, winching, and fuel deliveries. Response times should
be within 45 minutes.
Priority Towing - Service Providers
that elect to participate in our Priority Towing program will help us service
our more urgent dispatches, which may include accidents or customers that are
enrolled in a premium service. A Priority Towing Service Provider responds
directly to the disablement scene within 20 minutes and moves the vehicle to a
designated repair facility. Any accident related tows will be for instances
that do not impede traffic, and thus enrolling in this program will not impact
or take away from any existing municipal towing that your business may currently
Secondary Towing (Vehicle Release
Management) - Your responsibility will be to deliver these vehicles from an
impound or storage yard to a designated body shop within the following times:
If dispatched to your company before 12 PM, vehicle to be delivered by 5 PM local
time; If dispatched after 12 PM local time, 24 hours to complete the call.
You may choose to enroll in all three offerings or the one
that best fits your business model. Our goal is to build lasting relationships and work with you so we can
Agero blogger, Amy
Abou-Zaki recently sat down with Performance Manager, Courtney Doherty to ask
her 10 questions about herself and her role within Agero, here is what she had
How would you
explain your role at Agero?
I believe my role here at Agero is
to build strong, lasting partnerships with our pre-existing service providers as
well as welcome other providers to join our network. My objective is to work
together to change a stressful situation for the customer into an exceptional
experience from start to finish.
How long have
you been with Agero?
I have been with Agero for 5
What was your
My favorite job was being a
bartender at a local bar.
Who is the
person you admire most?
The person I admire the most has
to go to my father, hands down.
If you had one
full year off to focus on anything, what would it be?
I would focus on myself. I would
love to travel the world and experience different cultures.
Where is your
favorite place to travel?
My favorite place to travel is my
beach house in Cape Cod. The second place would be Jamaica, Montego Bay.
However, where I really want to go is Greece.
Who is your
favorite sports team?
What is your
Chicken, broccoli, and ziti. I do
not discriminate when it comes to the Alfredo Sauce or the Garlic Sauce, both
What is your
best character trait?
Being good humored.
What is the
best advice you have to offer?
To breathe, life is way too short
to let the little things upset you. Be happy, surround yourself with the people
and activities you love J