Customer Service Representative

HWS LLC; Gaithersburg (MD); Sur place; USD 21 000 - 30 000; Plein temps

Avantages offerts par ce poste

Health, dental and vision insurance

Paid time off and holiday pay

401(k) with match

Paid training — no towing experience

Room to grow into dispatch lead or ops

Résumé du poste

HWS LLC in Gaithersburg, MD is seeking a calm, organized Customer Service / Dispatch Specialist to join our roadside assistance team. You will handle incoming calls, texts and emails from drivers and clients, capture service requests, dispatch drivers, and provide accurate arrival times.

Paid training, health benefits, PTO, 401(k) with match, and opportunities to grow into dispatch lead or operations roles are offered. Must be able to work nights, weekends or holidays as scheduled.

Qualifications

• 1+ year in customer service, a call center or dispatch.
• Calm, clear phone voice under pressure.
• Able to switch between several screens and tasks.
• Good typing speed and attention to detail.
• Basic knowledge of local roads and geography.
• Willingness to work nights, weekends or holidays as scheduled.
• High school diploma or equivalent.

Responsabilités

• Answer incoming calls, texts and emails from drivers, fleet clients, motor clubs, police and insurance companies.
• Take down service requests accurately: location, vehicle details, what’s wrong, and how to pay.
• Send jobs to drivers through dispatch software and track them until they’re done.
• Give customers accurate arrival times and keep them updated.
• Quote standard service rates and take payments over the phone.
• Handle complaints with patience and pass escalations to the right team.
• Keep records in software current and accurate.
• Coordinate impound releases, storage questions and vehicle pickups.

Connaissances

Customer service

Call center

Dispatch

Multitasking

Typing speed

Attention to detail

Geography knowledge

Formation

High school diploma

Outils

Dispatch software

Description du poste

Description

Our towing, recovery and roadside teams work around the clock, and our customer service team is often the first voice a stranded driver hears. We’re hiring someone calm, organized and caring to join that team.

What You’ll Do

Shift Schedule: Thursday - Saturday 7:00a - 7:00p

• Answer incoming calls, texts and emails from drivers, fleet clients, motor clubs, police and insurance companies
• Take down service requests accurately: location, vehicle details, what’s wrong, and how to pay
• Send jobs to drivers through our dispatch software and track them until they’re done
• Give customers accurate arrival times and keep them updated
• Quote standard service rates and take payments over the phone
• Handle complaints with patience and pass escalations to the right team
• Keep records in [software name] current and accurate
• Coordinate impound releases, storage questions and vehicle pickups

What We Offer

• Health, dental and vision insurance
• Paid time off and holiday pay
• 401(k) [with match]
• Paid training — no towing experience needed
• Room to grow into dispatch lead or operations roles

Requirements

What We’re Looking For

• 1+ year in customer service, a call center or dispatch (towing or automotive experience is a plus)
• A calm, clear phone voice, including when callers are upset
• Comfort switching between several screens and tasks at once
• Good typing speed and attention to detail
• Basic knowledge of local roads and geography
• Willingness to work nights, weekends or holidays as scheduled
• High school diploma or equivalent

Nice to Have

• Experience with dispatch software
• Bilingual (English/Spanish) preferred
• Experience working with motor clubs such as AAA