Emergency Roadside Support Specialist

TEKsystems; Washington; On-site; USD 36,000 - 39,000; Full time

Benefits offered by this job

Medical, dental & vision

401(k) Retirement Plan – Pre‑tax and R

Life Insurance

Short and long-term disability

Job summary

TEKsystems is seeking a Customer Service Representative to manage emergency roadside assistance requests for commercial truck drivers, guiding cases from initial call through service completion and billing.

The role emphasizes strong customer service, problem-solving, and multitasking in a high-stress call center, coordinating with service providers and internal teams. In-office position based in Renton, WA.

Qualifications

• High school diploma or equivalent required.
• 1 year of customer service in call center/dispatch/transportation/related environment.
• Strong computer proficiency across multiple software platforms.
• Experience using Salesforce preferred.
• Multitask and manage multiple customer cases.
• Excellent verbal and written communication with active listening.
• Calm, professional under high-stress customer interactions.
• Strong de-escalation and conflict-resolution skills.
• Document customer interactions accurately.

Responsibilities

• Serve as the primary contact for emergency roadside assistance for commercial vehicles.
• Manage cases from intake through resolution, including coordination, documentation, payment verification, and case closure.
• Identify issues through active listening and troubleshooting to determine the appropriate service response.
• Coordinate with dealerships, service providers, dispatch teams, and internal partners for timely assistance and resolution.
• Use mapping tools/location software to identify breakdowns and direct customers to repair facilities.
• Make outbound calls to customers, vendors, and stakeholders for updates and progress.
• Document all interactions and case activities in Salesforce and other systems.
• Monitor multiple active cases and prioritize urgent situations while meeting performance expectations.
• Establish and verify payment methods and document billing information.
• Maintain professionalism during escalated customer concerns and de-escalate as needed.
• Communicate with multiple departments for accurate information sharing and seamless experience.
• Support non-emergency maintenance scheduling for ongoing contracts.
• Adhere to policies and deliver exceptional customer support.

Skills

Customer service

Multitasking

Active listening

Communication skills

Problem solving

De-escalation

Conflict resolution

Documentation

Call center experience

Bilingual (Spanish or French)

Education

High school diploma or equivalent

Tools

Salesforce

Job description

TEKsystems is seeking a Customer Service Representative to manage emergency roadside assistance requests for commercial truck drivers, guiding cases from initial call through service completion and billing.

The role emphasizes strong customer service, problem-solving, and multitasking in a high-stress call center, coordinating with service providers and internal teams. In-office position based in Renton, WA.