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Roadside Assistance Coordinator

2 months ago

Cullman, Alabama, United States R E Garrison Trucking Inc Full time
Job Overview

POSITION SUMMARY

The Roadside Assistance Coordinator serves as the primary contact throughout the entire breakdown management process, ensuring seamless communication and support from the moment a driver reports an issue until the resolution is finalized.

KEY RESPONSIBILITIES

  • Acts as the main liaison for drivers during breakdown incidents, facilitating communication and support.
  • Evaluates and authorizes repair requests, exercising judgment to select appropriate service providers.
  • Determines the scope of work to be performed, approving or denying requests based on established criteria.
  • Offers drivers various options for maintenance and repair services while they are on the road.
  • Keeps relevant departments informed of the situation's status in a timely manner.
  • Serves as the intermediary between the driver and the repair facility of their choice.
  • Maintains transparent and open communication with drivers throughout the process.
  • Utilizes a software database to identify repair shops equipped to handle specific issues.
  • Informs relevant departments about the selected repair shop and the necessary repairs.
  • Continuously updates both departments and drivers regarding progress and estimated timelines.
  • Handles payment processing for services rendered through appropriate channels.
  • Ensures all documentation and invoices are accurately recorded in the software system.
  • Responsible for various dispatch functions, including after-hours communication with drivers and prioritizing urgent loads and issues.
  • Performs additional duties as assigned.

QUALIFICATIONS

  • High School Diploma or equivalent is required.
  • Prior experience in maintenance and/or customer service is preferred.
  • Familiarity with the trucking industry is advantageous.
  • Understanding of equipment and repair processes is beneficial.

SKILLS AND ATTRIBUTES

  • Strong customer service orientation.
  • Excellent verbal and written communication skills.
  • Able to thrive in a fast-paced environment.
  • Capable of multitasking, making swift decisions, and managing sensitive situations effectively.
  • Proactive in ensuring timely repairs and the mobility of vehicles.