Customer Service Representative (CSR) – Towing & Roadside Assistance

We are seeking a reliable and customer-focused Customer Service Representative (CSR) to serve as the first point of contact for our towing and roadside assistance operations. This role is critical in handling inbound calls, dispatch coordination, and ensuring a smooth, professional experience for customers who may be in urgent or stressful situations.
The ideal candidate is calm under pressure, highly organized, and able to manage multiple requests efficiently while maintaining empathy and professionalism.

Key Responsibilities
1. Customer Support & Call Handling
Answer inbound calls from customers requesting towing or roadside assistance
Gather accurate details including location, vehicle type, issue, and urgency
Provide clear, professional communication and reassurance to customers in distress
Handle follow-ups, updates, and customer inquiries in a timely manner

2. Dispatch Coordination
Coordinate with tow truck drivers and field operators to assign jobs efficiently
Monitor job progress and ensure timely service delivery
Update customers on estimated arrival times and service status
Prioritize calls based on urgency and location

3. Data Entry & Documentation
Accurately log all calls, service requests, and updates into the system/CRM
Maintain organized records of completed and ongoing jobs
Ensure all information is complete and up to date for billing and reporting purposes

4. Problem-Solving & Escalation
Address customer concerns or complaints professionally
Troubleshoot basic issues and escalate complex cases when necessary
Work closely with operations to resolve service delays or issues

Qualifications

• Previous experience in customer service, call center, or dispatch (preferred)
• Strong communication skills (verbal and written)
• Ability to multitask and stay organized in a fast-paced environment
• Comfortable using CRM systems, dispatch software, or similar tools
• Good problem-solving skills and attention to detail
• Ability to remain calm and professional in high-pressure situations

Preferred (Nice to Have)

• Experience in towing, logistics, transportation, or emergency services
• Familiarity with GPS systems and mapping tools
• Experience working night shifts, weekends, or on-call schedules

Work Setup & Schedule

• Full-time position
• May include night shifts, weekends, and holidays depending on coverage needs
• Remote or office-based (depending on company setup)

Key Traits for Success

• Empathy and patience when dealing with stressed customers
• Strong sense of urgency and accountability
• Clear and confident communicator
• Team player with a solutions-oriented mindset

KPIs / Performance Metrics

• Call response time and handling time
• Accuracy of information collected
• Dispatch efficiency and job coordination
• Customer satisfaction ratings
• Attendance and schedule adherence