Customer Service Representative (Reduced Hours Evenings)

Quick Facts

• Role: Customer Service Representative (Reduced Hours Evenings)

• Hours: 2:00 PM – 8:30 PM (Part-Time)

Description

Provide professional, empathetic support by answering inbound calls for roadside assistance. Accurately gather required details, follow scripts and workflows, and enter information into dispatch systems to coordinate next steps. Escalate issues according to policy when necessary and maintain confidentiality of customer and company information.

Responsibilities

• Answer inbound calls and provide professional, empathetic customer support

• Gather required information and enter data into dispatch systems, or perform fleet intake (vehicle, driver, and incident information)

• Follow scripts, workflows, and client-specific requirements

• Communicate clearly with customers or drivers about next steps, expectations, and processes

• Escalate issues according to policy when necessary

• Maintain confidentiality of customer and company information

• Contribute to a positive team environment and uphold service standards

Training

Initial training prepares new hires for a fast-paced roadside assistance environment over the first 6 weeks. Training covers call handling expectations, customer communication, dispatch processes, and real-life scenarios such as soft services (jump start, lockout), towing requests, and escalations.

Requirements

• U.S. work authorization

• High School Diploma or GED required

• High level of attention to detail and problem-solving skills

• Ability to work in a fast-paced, time-sensitive environment

• Proficient with a desktop computer and MS Office applications

• Strong interpersonal communication skills (verbal and written)

• Strong customer service and empathy skills

• Reliable attendance and professionalism

• Ability to commute and work on-site

• Ability to work a set schedule

• Additional languages (French or Spanish) are beneficial but not required

• Roadside assistance or automotive industry experience is beneficial but not required

Physical Requirements

• Prolonged periods of sitting at a desk and working on a computer

• Ability to speak and communicate clearly with callers and team members for extended periods

• Ability to hear and comprehend verbal communications over the phone