Role Description You are passionate about helping students achieve their educational goals. You thrive in a competitive and collaborative team environment. You are comfortable working remotely and have experience collaborating with others in a virtual environment. You possess a strong attention to detail. We are seeking a consultant to support the implementation of an ad hoc Student Concern Response Team (SCRT) designed to assess and coordinate responses to serious student concerns involving potential risk of harm, threatening behavior, or significant behavioral escalation within the institution’s online learning environment. You serve as a non-disciplinary, collaborative body focused on assessment, coordination, referral, and risk mitigation while maintaining appropriate confidentiality and alignment with institutional policies and applicable regulations. As the consultant, you will provide subject-matter expertise and implementation guidance on behavioral intervention and student-concern response practices in higher education, with particular attention to online-serving institutions. You will assist in refining operational processes, reporting and triage protocols, documentation practices, role clarity, communication guidance, and team training to help ensure the college’s approach aligns with higher education best practices, supports student success, and promotes institutional safety and risk mitigation. Qualifications - Demonstrated experience working with behavioral intervention teams, CARE teams, student concern response teams, threat assessment teams, or similar higher education risk assessment and response models. - Knowledge of higher education best practices related to student behavioral intervention, threat assessment, crisis response coordination, and risk mitigation. - Experience developing or advising on institutional protocols, workflows, policies, or response procedures related to student safety and behavioral concerns. - Knowledge of confidentiality, privacy, and compliance considerations applicable to higher education environments, including FERPA and related information-sharing practices. - Strong facilitation, communication, and collaboration skills. - Experience working with multidisciplinary teams and senior institutional leadership. - Ability to provide practical recommendations appropriate for an online or primarily online educational environment. - Experience supporting online-serving colleges or universities. - Familiarity with ad hoc or low-frequency behavioral intervention team models. - Experience conducting training or professional development for faculty and staff related to student concern identification and reporting. - Knowledge of higher education risk assessment methodologies and case management practices. - Experience working within student affairs, compliance, counseling, campus safety, or related higher education functions. - Bachelor’s degree required in higher education, student affairs, counseling, psychology, social work, public administration, law, criminal justice, or a related field. - Master’s degree preferred in a related discipline. - Minimum of five years of professional experience related to higher education behavioral intervention, student support services, threat assessment, student conduct, counseling, risk management, campus safety, or related areas. - Equivalent combinations of education, training, and relevant consulting experience may be considered. Requirements - Demonstrates self-reliance by meeting/exceeding workflow needs. - Demonstrates positive attitude and motivation, concern for students, teamwork, and excellent time management skills. - Follows established processes as outlined by organization and leadership. - Completes assigned duties based on daily business needs and individual skill set. - Consistently produces a high volume of quality work. - Capable, and adapts as needed, to work under pressure and meet tight deadlines. - Proven ability to work independently with limited supervision and with other department personnel. - Must support and embrace the College’s Impact mission to improve the people and communities we serve through our civic engagement initiatives. - Must have exceptional communication, organization, and time management skills. - Must be "self-motivated" as well as creative and efficient in proposing solutions to complex, time-critical problems. - Must be collaborative in driving decisions and a team-player. - Strong analytical and problem-solving skills with a high attention to detail. - Builds and maintains student satisfaction. - Recognizes and anticipates student needs. Benefits - Medical, dental, & vision Insurance - HSA and FSA options - Paid parental leave - Paid volunteer time - Tuition reimbursement & reduction programs - Generous PTO - 401k and employer match - Full-service wellness and EAP program - Employee recognition and awards programs - Employer paid life & AD&D insurance - Short-term disability - Employer paid long-term disability - And more… Company Description Founded in 2005, American College of Education continues to be a leader in professional development through our online programs. The mission of ACE is to deliver high-quality, affordable and accessible online programs grounded in evidence-based content and relevant application. Our graduates are prepared to serve, lead and achieve personal and professional goals in diverse, evolving communities. As a socially conscious institution, we’re dedicated to making a positive impact and inspiring our students to do the same. ACE is a mission-driven institution continually recognized for its commitment to social responsibility and positive impact. As an Impact Institution, we believe we have a responsibility to our students, alumni, employees, communities, and society as a whole. Guided by our core values, we strive to create meaningful impact that extends well beyond our bottom line.

• Initiate and oversee the incident response efforts, acting as the primary bridge upon detection within a 24/7 SaaS environment. • Collaborate with cross-functional teams, including engineers, product management, and support. Leverage and implement integration in tools such as JIRA, PagerDuty, New Relic, AWS and Microsoft Teams to monitor, manage, and coordinate incident handling. • Drive teams to resolve incidents quickly and efficiently. • Understand the software and infrastructure landscape to guide resolution strategies. • Ensure appropriate stakeholders are involved in active incident to support rapid recovery. • Communicate clearly and effectively with both internal and external stakeholders to provide timely updates and resolution plans. • Track and report uptime metrics to internal and external audiences, promoting transparency in system reliability and performance. • Coordinate and lead post-mortem sessions after significant events. Documenting root causes, lessons learned, and actionable items. Follow up on action to ensure implementation and prevent recurrence. • Create comprehensive post-incident (PIRs) and RCA documents that outline timeline, impact, remediation, root cause and preventive steps. • Implement proactive strategies and tools to reduce risks and strengthen system resilience. • On call rotation

•Initiate and oversee the incident response efforts, acting as the primary bridge upon detection within a 24/7 SaaS environment. •Collaborate with cross-functional teams, including engineers, product management, and support. Leverage and implement integration in tools such as JIRA, PagerDuty, New Relic, AWS and Microsoft Teams to monitor, manage, and coordinate incident handling. •Drive teams to resolve incidents quickly and efficiently. •Understand the software and infrastructure landscape to guide resolution strategies. •Ensure appropriate stakeholders are involved in active incident to support rapid recovery. •Communicate clearly and effectively with both internal and external stakeholders to provide timely updates and resolution plans. •Track and report uptime metrics to internal and external audiences, promoting transparency in system reliability and performance. •Coordinate and lead post-mortem sessions after significant events. Documenting root causes, lessons learned, and actionable items. Follow up on action to ensure implementation and prevent recurrence. •Create comprehensive post-incident (PIRs) and RCA documents that outline timeline, impact, remediation, root cause and preventive steps. •Implement proactive strategies and tools to reduce risks and strengthen system resilience. •On call rotation

About Agero:Wherever drivers go, we’re leading the way. Agero’s mission is to rethink the vehicle ownership experience through a powerful combination of passionate people and data-driven technology, strengthening our clients’ relationships with their customers. As the #1 B2B, white-label provider of digital driver assistance services, we’re pushing the industry in a new direction, taking manual processes, and redefining them as digital, transparent, and connected. This includes: an industry-leading dispatch management platform powered by Swoop; comprehensive accident management services; knowledgeable consumer affairs and connected vehicle capabilities; and a growing marketplace of services, discounts and support enabled by a robust partner ecosystem. The company has over 150 million vehicle coverage points in partnership with leading automobile manufacturers, insurance carriers and many others. Managing one of the largest national networks of service providers, Agero responds to approximately 12 million service events annually. Agero, a member company of The Cross Country Group, is headquartered in Medford, Mass., with operations throughout North America. To learn more, visit https://www.agero.com/.Note: For our technical positions, we love to get you started in person! You may be required to travel to Medford for your initial onboarding. Don't worry about the logistics - once you're hired, we handle all travel arrangements and expenses for you. AGERO IS NOW HIRING FOR MULTIPLE UPCOMING REMOTE TRAINING CLASSES IN ROADSIDE ASSISTANCE! We are actively seeking Response Associates (Customer Service Representatives) to handle inbound calls within our Roadside Assistance department. As the first point of contact for customers experiencing vehicle breakdowns or emergencies, you will provide calm, empathetic support, dispatch service providers, and ensure every customer feels safe and supported. Upcoming Start Dates: NEW HIRE CLASSSTART DATETRAINING SCHEDULESHIFT TYPESPRODUCTION SCHEDULES CLASS A:Monday, May 11th, 20269:00 am - 5:30 pm EST, M-F. (2 weeks) Full Time. Early Mornings & Days. Start times between 4am and 10am EST CLASS B:Monday, June 8th, 20269:00 am - 5:30 pm EST, M-F. (2 weeks)Full Time. To Be Determined.Actual shift times are currently pending CLASS C:Monday, June 22nd, 20261:00 pm - 9:30 pm EST, M-F. (2 weeks)Full Time - To Be Determined.Actual shift times are currently pending About the Role As a Response Associate, you serve as a lifeline for customers facing roadside emergencies such as flat tires, lockouts, dead batteries, and mechanical failures. Because customers often reach out feeling overwhelmed or unsafe, you will manage these high-stress situations with calm, empathetic guidance and consistent reassurance. You will coordinate directly with external providers to ensure the accurate and rapid dispatch of tow trucks and service vehicles. Your ability to make quick decisions under pressure directly impacts customer safety, satisfaction, and our reputation as a trusted roadside service provider. What You'll Do - Handle High-Volume Calls: Gather essential details regarding location and vehicle issues to dispatch assistance quickly. - Dispatch with Accuracy: Coordinate efficiently with service providers to ensure the right help arrives at the right time. - De-escalate & Support: Use active listening and empathy to calm frustrated or anxious customers. - Navigate Digital Tools: Utilize multiple web-based systems and dispatch tools to track service progress accurately. - Excel in a Virtual Team: Thrive in a performance-driven remote environment, collaborating with peers and managers via Zoom and Google Chat. Training and Schedules - Attendance & Performance: 100% attendance is required during the training period to ensure your success. Your performance will be assessed throughout this time, and you will have ongoing opportunities for cross-training to expand your skills and advance your career. - Mandatory Training: Each start date includes two weeks of mandatory paid training (Monday–Friday). Attendance is required and schedules cannot be modified. - Production Schedules: After training, you will transition to your selected Production Schedule. These shifts are based on current business needs and vary by start date. - Weekend & Holiday Availability: As we provide 24/7 Roadside Assistance, most schedules include at least one weekend day and holiday coverage. This is a Full-Time position only. - Commitment: Production schedules are static. New hires must keep their selected schedule for 90 days and then are eligible to request changes if desired. Our associates participate in semi-annual shift bids. - Selection Process: Schedules are chosen during the offer process on a first-come, first-served basis. Available shifts are subject to change based on business requirements. CLASS A: START DATELAST DATE TO APPLYTRAINING SCHEDULESHIFT TYPESPRODUCTION SCHEDULESMonday, May 11th, 2026Friday, May 1st, 2026 at 5:00 pm EST9:00 am - 5:30 pm EST, M-F. (2 weeks)Full Time. Early Mornings & Days. Start times between 4am and 10am EST Available production schedule options after training (all schedules listed in Eastern Standard time zone): - 4:00 am to 12:30 pm: Tue|Wed off || Mon|Sun off - 5:00 am to 1:30 pm: Mon|Tue off || Fri|Sun off - 6:00 am to 2:30 pm: Tue|Wed off || Mon|Sun off - 7:00 am to 3:30 pm: Tue|Wed off || Thu|Fri off - 8:00 am to 4:30 pm: Mon|Sat off || Wed|Sun off - 9:00 am to 5:30 pm: Thu|Fri off || Tue|Sat off - 10:00 am to 6:30 pm: Tue|Sun off || Wed|Thu off CLASS B: START DATELAST DATE TO APPLYTRAINING SCHEDULESHIFT TYPESPRODUCTION SCHEDULESMonday, June 8th, 2026Friday, May 29th, 2026 at 5:00 pm EST9:00 am - 5:30 pm EST, M-F. (2 weeks)Full Time. To Be Determined. Actual shift times are currently pending Available production schedule options after training (all schedules listed in Eastern Standard time zone): - To Be Determined - Actual available production schedules are currently pending and will be posted as soon as possible. CLASS C: START DATELAST DATE TO APPLYTRAINING SCHEDULESHIFT TYPESPRODUCTION SCHEDULESMonday, June 22nd, 2026Friday, June 12th, 2026 at 5:00 pm EST1:00 pm - 9:30 pm EST, M-F. (2 weeks)Full Time. To Be Determined. Actual shift times are currently pending Available production schedule options after training (all schedules listed in Eastern Standard time zone): - To Be Determined - Actual available production schedules are currently pending and will be posted as soon as possible. Pay, Benefits,and Career Growth - Starting Pay: $16.25 per hour - Bonus and Incentives: Opportunity to earn monthly performance and attendance bonuses + Shift differentials for working evenings, nights, overnights, and weekends! ($1.75 to $2.50 per hour.) - Benefits: Medical, Dental, and Vision; 401(k) with match; Paid Time Off; Tuition Reimbursement; and Complimentary Roadside Assistance. - Career Growth & Development: Invest in your future with access to online skill-building courses, mentorship, and cross-training programs designed to build the expertise needed for advancement at Agero. - Compensation Note: Actual salaries may vary and may be above or below the range presented based on various factors, including, but not limited to, work location, experience, job-related skills, and relevant training and education. What We’re Looking For - Empathy in Action: You have a natural ability to connect with customers, validate their feelings, and provide genuine reassurance during stressful situations. - Effective Two-Way Communication: Strong active listening skills paired with the ability to provide clear, concise explanations for updates and solutions. - Sound Judgment Under Pressure: The ability to stay composed and make fast, informed decisions during roadside emergencies. - Multitasking Mastery: Highly organized and capable of managing calls, dispatch requests, and multiple systems simultaneously. You can comfortably speak with customers or providers while typing detailed notes and navigating multiple screens. - Problem-Solving & De-escalation: A patient and professional approach to resolving customer concerns, with a talent for turning a difficult situation into a positive experience. - Computer & Technical Proficiency: Skilled at navigating digital tools and dispatch software with confidence. You are comfortable using Google Workspace (Gmail, Docs, Sheets) and can type at least 30 wpm accurately. Position Requirements - Location: Must currently reside in Alabama, Arizona, Florida, Georgia, Mississippi, Tennessee, or Virginia. - Experience: 1+ year of customer service experience, ideally in a fast-paced contact center. Reliable tenure, demonstrated career growth, and a background in remote work are strongly preferred. Experience in retail, fast-food, hospitality, administrative, or warehouse/production roles is highly transferable and valued. - Customer Focus: A genuine passion for helping others with a proven track record in customer-facing support roles. - Technical Skills: Proficient in Google Workspace (Docs, Sheets, Gmail) and skilled at navigating web-based systems to manage customer and vehicle information. - Remote Readiness: Ability to thrive in a virtual contact center, collaborating effectively via phone, email, chat, and Zoom. - Flexibility: Open availability for all shifts, including days, evenings, nights, weekends, and holidays - to support our customers during peak times. - Background Check: Must successfully pass a criminal background screening. - Home Office (BYOD): Requires a dedicated, quiet workspace. You must provide your own equipment, including a compatible personal desktop or laptop, wired high-speed internet, a webcam, a cell phone, and a USB- headset. Remote Technology Requirements To ensure your success, your home office must meet the following technical specifications, which will be verified via the Harver System Checker during the application process. Required Equipment & Specs: - Computer: Personal desktop or laptop (manufactured in 2020 or later). - Operating System: Must be running a current, manufacturer-supported version of Windows 11 (version 24H2, 25H2, or newer). - Processor: Intel or AMD 2+ cores, minimum 3.5 GHz (boosted/turbo speed). - Memory & Storage: 8 GB RAM (or greater) and at least 20 GB of free space. - Peripherals: Webcam and a usb-wired headset. - Browser: Google Chrome (23+) or Mozilla Firefox (3+). - Internet: Secure, wired high-speed connection (no Wi-Fi). - Min Download: 25 Mbps | Min Upload: 10 Mbps | Max Latency: 80ms–100ms. - Mobile Device: An active cell phone capable of SMS text and app downloads for two-step authentication. Incompatible Devices (Not Allowed): - Work-Issued Computers: To install our software, you must have full Administrator privileges on your computer. Company-issued devices have security restrictions that prevent them from being compatible and cannot be used for this job. - Devices: MacBooks, iPads, iMacs, Chromebooks, Surface Pro/Go, or Samsung Notebooks. - Connections: Mobile hotspots, Wi-Fi, satellite internet, or USB tethering. - Software: VPNs, privacy/proxy services, or hosted/virtual PC services. - Unsupported OS: Windows 10 (all versions) and older versions of Windows 11 that have reached "End of Life" status with Microsoft. Before Applying: Verify Your Windows Version: As of November 2025, Microsoft has discontinued support for older versions of Windows 11. You must be on a supported Windows OS version 11 24H2 or 25H2 (or newer) to be eligible. - Check Your Version: Press the Windows Key + R, type "winver", and hit Enter. - Upgrade if Needed: If you are on an unsupported version, go to Settings > Windows Update and select Check for Updates. - Alternative: Download the Windows 11 Installation Assistant from Microsoft’s official site to run the update manually. - Upgrades are typically free and take only a few minutes. The Hiring Process Our selection process is transparent and conversational because we want to learn about your career goals and passion for service beyond just what’s on your resume. We’re looking for high-energy individuals who combine strong communication and multitasking skills with a knack for problem-solving and a comfort with evolving technology. If you’re eager to grow your professional journey with us, let’s talk and see if we’re a match. The Step-by-Step Journey: - Application: Submit your information through our careers page—it only takes a few minutes! - Tech & Skills Check: Keep an eye on your email for a "Magic Link" from Harver to complete your 10-minute diagnostic and assessment. - The Video Interview: If your profile aligns, you’ll be invited to a Zoom interview to discuss your experience and goals. - Shift Selection: If moved forward, you'll receive a link to select your production schedule. Note: Schedules are full-time and require a 90-day commitment before change requests can be reviewed. - Criminal Background Check: We conduct a thorough review of misdemeanors (10 years) and felonies (lifetime). While not all charges are disqualifying, we maintain strict standards for security reasons. - Offer & Onboarding: Official offers are contingent upon a clear background check and completion of all tasks by the designated onboarding deadline. Hiring Remotely In: AL, AZ, FL, GA, MS, TN, and VA WE WANT TO HEAR FROM YOU, APPLY TODAY! If you are driven by a passion for service and are committed to making a positive impact, we invite you to join our contact center team Grow your career with Agero and make a genuine difference every day. Immediately after you apply, check your inbox for a "Magic Link" from Harver to start your Tech Diagnostic and Computer Skills Assessment! It only takes about 10 mins total to complete and qualified candidates will be contacted to schedule an interview ASAP! Life at Agero: At Agero, you'll find a workplace where your unique perspective is not just welcomed, it's celebrated. We believe that our differences make us stronger, and we're committed to creating an environment where every employee feels a sense of belonging. If you're looking for a company that values your individuality, provides opportunities for growth, and champions open communication, Agero is the place for you. Join our team and help us drive the future of driver assistance, while experiencing a workplace where you can truly thrive. Benefits Built for Well-being: Agero’s innovation is driven by a workforce where all associates feel like they can truly thrive. Agero offers a wide range of benefits to promote well-being, encourage personal development, and ensure financial stability. Our benefits include: - Health and Wellness: Healthcare, dental, vision, disability, life insurance, and mental health benefits for associates and their families. - Financial Security: 401(k) plan with company match and tuition assistance to support your future goals. - Work-Life Balance: Flexible time off, paid sick leave, and ten paid holidays annually. - For Contact Center Roles: Accrual of up to 3 weeks Paid Time Off per year, paid sick leave, and ten paid holidays annually. - Family Support: Parental planning benefits to assist associates through life’s milestones. - Bonus/Incentive Programs Join Agero and experience a workplace that invests in your success both personally and professionally. *Applicants must be currently authorized to work in the United States on a full‑time basis. This position is not eligible for employer visa sponsorship now or in the future. *It is unlawful in Massachusetts to required or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.