After-Hours Roadside Support Coordinator

Action; Hanceville (AL); On-site; USD 32,000 - 42,000; Full time

Job summary

Action is seeking a dispatcher/customer service specialist to handle incoming breakdown and repair calls, coordinate setups with vendors, notify terminals and customers, and manage documentation. You will make situational decisions to ensure driver safety and economical, prompt repairs to maximize equipment utilization.

The role requires clear communication, the ability to handle after-hours support, and collaboration with internal teams.

Qualifications

• High school diploma or equivalent.
• Must have strong written and verbal communication skills.
• Show empathy for drivers, operations, and customers and communicate needs clearly.
• Professional attitude in all communications; able to work independently and grow skills.

Responsibilities

• Inbound calls from drivers/customers/vendors/terminals regarding equipment breakdowns- these are critical and top priority.
• Any other inbound calls, assist caller or route to the appropriate department/terminal.
• Setting up vendors for breakdowns, includes vendor selection and price negotiation with an eye for cost management and time efficiency of repair.
• Timely notification to the rest of the team, operations, customer service and external customers of breakdowns that affect pick up/delivery. Follow up with all parties as the repairs progress and are completed.
• Check for warranty coverage of repairs on a case-by-case basis, to reduce out-of-pocket expenses.
• Create vendor repair orders coded to the correct unit, completing all necessary information on each tab and coding to the correct VMRS codes for the item(s) being repaired. Including attaching estimates, invoices, pictures or email authorization in the case of O/O or customer equipment repairs. Updating PM tab if they are part of the maintenance and making sure the dates are accurate.
• Work with internal Action shops to schedule drivers for repairs, PM’s or other necessary maintenance.
• After hours, weekend and Holiday support to drivers for any repairs, as well as ELD support, load info, fuel card issues, hotel & rental cars setups, obtain permits & registrations, etc. After hours, weekend, and holiday support for all other inbound calls- may include customers, new hires, etc.

Skills

Excellent communication skills

Empathy for drivers and customers

Professional demeanor

Self-starter with growth mindset

Education

High school diploma or equivalent

Tools

McLeod software

Dossier

Job description

Action is seeking a dispatcher/customer service specialist to handle incoming breakdown and repair calls, coordinate setups with vendors, notify terminals and customers, and manage documentation. You will make situational decisions to ensure driver safety and economical, prompt repairs to maximize equipment utilization.

The role requires clear communication, the ability to handle after-hours support, and collaboration with internal teams.