SafeStreets USA is dedicated to creating safer, stronger communities across the country. We’re looking for passionate, collaborative, and detail-oriented professionals to join our 1,000-member team. At SafeStreets USA, you’ll work in a supportive environment where innovation, integrity, and community impact are at the heart of everything we do.
Job Summary
The essential functions listed below are representative of the duties required to successfully perform this role. Reasonable accommodation(s) may be made to enable individuals with disabilities to perform the essential functions. Agent 1 is responsible for handling inbound and/or outbound customer interactions while delivering high-quality customer experience, maintaining performance metrics, and adhering to company compliance standards. This department follows a Skill-Based Pay Progression Model, where agents receive a pay increase for each skill competency achieved, encouraging development, cross-training, and long-term growth.
Agent 1 will have the base skill of any one of these:
Customer Experience/Care - Handling standard inbound/outbound calls and logistic communications, high attention to detail and documentation accuracy, follows scripts and SOPs
Rep Support - Answering our reps with professionalism and respect, Scheduling services on accounts, investigating account details, following proper escalation paths, creating cases, understanding DAV processes and protocols, creating accounts, understand dealer specific rules.
Each skill must be completed via formal training, demonstrated successfully, quality-verified and approved by leadership and HR.
Maintaining compliance standards
Responds to customer inquiries regarding products, services, and company policies using established scripts and knowledge resources, escalating non-routine issues according to defined guidelines, escalated as outlined.
Responds to customer inquiries via phone or electronic systems during assigned daily shifts, providing accurate information and resolving routine issues in accordance with company policies.
Competencies & KPI’s
Operational Proficiency
Growth readiness
Follows scripts and SOPs
Ability to maintain professionalism in high-stress situations with a clear and professional phone presence
Basic computer proficiency and ability to navigate multiple systems simultaneously
Adaptability and willingness to learn new systems and processes
Facilitate shadow sessions or skill workshops as assigned
High attention to detail and documentation accuracy
Maintaining compliance standards
Receives at least an 80% competency score on all call calibrations conducted by management
Maintains an average handle time of 5 minutes or less
Does not exceed an unavailable time of more than 25% of the time on the phone unless approved by management
Helps the department maintain an average seconds to answer of 2 minutes or less
Skills, Physical Demands & Work Environment
Must be able to lift up to 25 lbs. and sit or stand for periods throughout the workday.
Strong verbal and written communication skills
Ability to handle sensitive and confidential information with discretion
Conflict resolution and problem- solving skills
Ability to manage multiple priorities in a fast-paced environment
Ability to move throughout the call center floor as needed
Occasional standing for meetings, training sessions, or investigations
Moderate noise level due to active call floor
Effective problem solving and conflict resolution skills
Regular performance monitoring and quality assurance evaluations
Licenses, Certifications, & Educational Requirements
High school diploma or equivalent (GED) required
Must be at least 18 years old
Compensation
SafeStreets compensation may include base pay and, for eligible roles, variable compensation or bonuses. Variable and bonus compensation is not guaranteed and is governed by applicable plan terms. All compensation is paid in compliance with federal, state, and local wage laws, including applicable minimum wage and overtime requirements. Variable pay, if applicable, is defined in a separate compensation plan.