Roadside Dispatch & Customer Experience Lead

Infinity; Cedar Rapids (IA); On-site; USD 50,000 - 60,000; Full time

Benefits offered by this job

Medical insurance

Dental and vision benefits

Comprehensive benefits for full-time

Job summary

Infinity is seeking a Customer Service Manager for our Roadside Assistance program in the Cedar Rapids area. You will lead an inbound service and dispatch team, ensuring responsive support for consumers, service providers, and fleet clients during urgent roadside events.

You'll coach for accountability, empathy, accuracy and execution, manage performance metrics, and drive continuous improvements while maintaining a calm, data-driven leadership style aligned with Infinity's Perform Culture.

Qualifications

• High school diploma or equivalent required; bachelor's degree in Business, Communications, Operations, or related field preferred.
• Minimum of 3 years of supervisory or management experience in customer service, contact center operations, dispatch, roadside assistance, or related service environment.
• Proven ability to lead teams to achieve customer experience, quality, productivity, and service-level goals.
• Experience coaching, performance management, and employee development; operational reporting is required.

Responsibilities

• Lead, coach, and develop a team of customer service and roadside assistance professionals to meet or exceed service, quality, productivity, and customer experience goals.
• Create a culture of accountability, empathy, ownership, and continuous improvement.
• Monitor KPIs like service level, response time, AHT, quality, schedule adherence, CSAT, dispatch accuracy, and resolution outcomes.
• Conduct regular one-on-one coaching, performance reviews, team meetings, and development conversations.
• Ensure roadside requests are handled quickly, accurately, and compassionately; coordinate with providers and communicate with customers and clients.
• Manage escalations; identify practical solutions and ensure timely follow-through and documentation.
• Review data to identify trends; remove barriers, improve processes, and reduce repeat issues.
• Partner with senior leadership and stakeholders to support staffing, readiness, performance, and program objectives.

Skills

Leadership

Coaching

Performance management

Customer service

Data interpretation

Education

High school diploma or equivalent

Bachelor's degree in Business/Communications/Operations or related field (preferred)

Tools

CRM software

Call center software

Dispatch systems

Workforce management platforms

Job description

Infinity is seeking a Customer Service Manager for our Roadside Assistance program in the Cedar Rapids area. You will lead an inbound service and dispatch team, ensuring responsive support for consumers, service providers, and fleet clients during urgent roadside events.

You'll coach for accountability, empathy, accuracy and execution, manage performance metrics, and drive continuous improvements while maintaining a calm, data-driven leadership style aligned with Infinity's Perform Culture.