Towing CSR

Job Summary

The Customer Service Representative (CSR) is the first point of contact for customers requesting towing and roadside assistance services. This role is responsible for handling incoming calls, gathering accurate information, providing excellent customer service, and supporting dispatch operations to ensure timely and efficient service delivery.

Responsibilities

• Answer incoming calls for towing and roadside assistance services.
• Assisting customers at the window with whatever needs they may have.
• Reading and replying to customers’ emails along with the other office employees.
• Gather detailed information including vehicle type, location, and service needs.
• Enter and update customer information accurately in Ranger system.
• Enter all assignments into Ranger clearly so drivers and dispatchers can coordinate service.
• Provide customers with estimated arrival times and service updates.
• Resolve customer concerns professionally and escalate when necessary.
• Answer phone calls from drivers to run and process payment and verify AAA.
• The drivers may reach out to clarify details that the CSR may be able to confirm without assistance from the dispatcher.
• The phones should be answered in 3 or fewer rings.
• Maintains timely and consistent attendance.
• Adheres to all company procedures as outlined in the Employee Handbook.
• Perform all other duties as assigned.

Qualifications

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are a representative of the knowledge, skill and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• High school diploma or equivalent required
• Previous customer service or call center experience preferred
• Experience in towing, transportation, or logistics is a plus
• Strong communication and multitasking skills
• Ability to remain calm under pressure and handle emergency situations
• Basic computer skills and ability to learn dispatch systems quickly
• Strong attention to detail and organizational skills