Dispatcher and Customer Service Representative

Company: Emergency Roadside Truck and Trailer Repair Position: Roadside Dispatch & Customer Service Coordinator Department: Roadside Service / Operations Employment Type: Full-Time Position Summary Willing to Train the right candidate We are looking for a highly organized, dependable, and customer-focused Roadside Dispatch & Customer Service Coordinator to manage incoming roadside service calls from start to finish. This position is responsible for answering customer calls, gathering accurate job information, creating and organizing service calls, dispatching mechanics, communicating with customers and technicians, tracking job progress, collecting payments, and making sure all roadside calls are properly documented and closed out. The ideal candidate can multitask in a fast-paced environment, stay calm under pressure, communicate professionally, and keep multiple service calls organized at the same time. Key Responsibilities 1. Answering & Managing Incoming Calls Answer incoming roadside service calls professionally and promptly. Determine the customer's location, truck information, problem, and service needs. Gather VIN, unit number, truck/trailer information, customer/fleet information, and contact information when applicable. Determine whether the call requires emergency roadside assistance, towing, diagnostics, repair, parts, or another service. Provide customers with estimated response times and service information. Communicate professionally with drivers, fleet managers, owners, and other customers. 2. Creating & Organizing Roadside Calls Create accurate work orders for every roadside service call. Enter customer information, location, truck information, complaint, and requested service. Document authorization and customer approval when required. Keep all open calls organized and updated. Monitor calls from dispatch through completion. Make sure completed calls are properly closed out and documented. 3. Dispatching Mechanics Determine which mechanic is best suited and available for each call. Dispatch mechanics based on location, skill level, availability, and type of repair. Provide mechanics with accurate customer, location, vehicle, and repair information. Track mechanic ETA and arrival times. Communicate changes or additional information to technicians while they are in the field. Coordinate multiple roadside calls simultaneously. Reassign calls when necessary to maintain response times and customer service. 4. Customer Communication Keep customers informed regarding mechanic dispatch, ETA, delays, parts, and job status. Contact customers when additional authorization is required. Communicate professionally when a repair requires additional time or parts. Handle customer questions and concerns. Escalate major customer complaints or problems to management when necessary. 5. Payment Collection & Billing Collect payment for completed roadside service calls. Process credit/debit card, cash, EFS, fleet account, or other approved payment methods. Confirm payment information before closing the call. Follow up on unpaid roadside invoices. Make sure customer authorization and payment information is properly documented. Verify that labor, service calls, mileage, parts, and other applicable charges are included on the work order. Assist with fleet account billing and documentation when required. 6. Technician Support Assist mechanics with customer information, locations, job history, and work-order information. Help locate parts when needed. Communicate parts availability and pricing. Coordinate parts delivery or pickup when necessary. Keep technicians updated regarding changes to their assigned calls. Help prevent unnecessary downtime for technicians. 7. Job Tracking & Organization Maintain an accurate list of all open, dispatched, on-site, waiting for parts, completed, and unpaid calls. Monitor outstanding calls throughout the day. Follow up on calls that have not been updated. Make sure no customer call is forgotten or left…

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