Service & Operations Specialist

Big Rig Towing & Transport is looking for an organized, dependable, and customer-focused Service & Operations Specialist to support the day-to-day operations of our Eau Claire location.

This is a hands-on, multi-functional role supporting service and shop operations, parts management, customer service, impound and vehicle releases, and general office administration. You’ll work closely with technicians, tow operators, dispatch, customers, vendors, and leadership to help keep work organized and moving efficiently.

Key Responsibilities:

• Serve as a primary point of contact for customers regarding service and repair needs.
• Open, manage, and close repair orders and ensure labor, parts, services, and customer authorizations are accurately documented.
• Coordinate communication between customers and technicians regarding estimates, approvals, repair status, timelines, and completion.
• Assist with scheduling and prioritizing shop work based on customer needs, technician availability, and parts availability.
• Prepare invoices, collect payments, and maintain accurate customer and service records.
• Source, order, receive, and track parts needed for repairs and operational needs.
• Work with vendors to obtain competitive pricing, availability, and delivery timelines.
• Manage parts returns, cores, credits, warranties, and vendor discrepancies.
• Maintain organized parts inventory and assist with inventory counts and replenishment.
• Assist customers with towing, storage, impound, and vehicle-release questions.
• Verify appropriate identification, ownership, authorization, and required documentation prior to vehicle release.
• Calculate and collect applicable towing, recovery, storage, and other charges.
• Coordinate vehicle releases with Dispatch, tow operators, and other team members.
• Provide professional customer service, including when working with customers who may be frustrated or dealing with a stressful situation.
• Answer phones and assist with invoices, receipts, purchase orders, deposits, and general office needs.
• Maintain accurate electronic and physical records.
• Utilize ShopMonkey and other company systems to manage service, customer, parts, and billing information.
• Provide general administrative and operational support to the Eau Claire team.
• Assist with additional responsibilities and projects based on business needs.

• High school diploma or equivalent required.
• Previous experience in a service, parts, automotive, diesel, trucking, towing, fleet, equipment, or similar environment preferred.
• Service Writer, Service Advisor, Parts Counter, or related experience is a plus.
• Experience sourcing or ordering automotive, truck, or heavy-duty parts preferred.
• Basic mechanical knowledge of vehicles, trucks, trailers, or heavy equipment is helpful.
• Strong customer service and communication skills.
• Ability to remain calm and professional when handling difficult or stressful customer interactions.
• Strong organizational skills and ability to manage multiple priorities in a fast-paced environment.
• Strong attention to detail when working with invoices, payments, parts, and customer documentation.
• Comfortable using computers and learning new technology and systems.
• ShopMonkey or similar service-management software experience is a plus.
• Dependable, self-motivated, and willing to jump in wherever needed.
• Ability to work effectively with customers, technicians, tow operators, dispatchers, vendors, and other team members.

Benefits include medical, dental and vision insurance; employer-paid Kavira healthcare for employees and eligible family members; company-paid life and AD&D; short- and long-term disability; accident and critical illness coverage; retirement plan with company match; PTO beginning to accrue Day 1; paid company holidays; and additional voluntary benefits.