Towing Dispatch & Customer Support Specialist

HWS LLC; Gaithersburg (MD); On-site; USD 21,000 - 30,000; Full time

Benefits offered by this job

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

Job summary

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.

Responsibilities

• 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.

Skills

Customer service

Call center

Dispatch

Multitasking

Typing speed

Attention to detail

Geography knowledge

Education

High school diploma

Tools

Dispatch software

Job description

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.