ERS Coordinator
About The Position
Amerit Fleet Solutions is hiring an Emergency Roadside Coordinator to provide real-time roadside assistance and dispatch coordination for its customers. The role focuses on getting a qualified vendor onsite within 90 minutes of an initial call and ensuring the vehicle is repaired or safely off the road within three hours. The coordinator serves as the primary link between vendors, customers, and Amerit’s internal operations team, maintaining timely communication, documentation, and escalation when service expectations are not met. The position is based in the office in Charlotte, North Carolina, and is scheduled Monday through Friday from 2:00 PM to 11:00 PM. The starting hourly rate is $24.00–$31.00, depending on experience.
Requirements
- At least two years of experience in fleet support, roadside assistance, or dispatch coordination; experience in transportation, logistics, or maintenance environments is preferred.
- Bachelor’s degree required; preferred fields include Business, Logistics, Automotive Management, or a related discipline.
- An associate or technical degree in automotive, diesel, or logistics management may be accepted with equivalent experience.
- High school diploma or equivalent required.
- Strong customer-satisfaction focus and motivation to exceed performance metrics.
- Ability to work in high-pressure, fast-paced environments while maintaining accuracy and professionalism.
- Strong problem-solving and decision-making skills, including the ability to identify alternate vendors and creative solutions under time constraints.
- Excellent written and verbal communication skills for customer updates, vendor coordination, and internal documentation.
- Proficiency with fleet systems, CRM tools, or dispatch software, such as Hub, Zendesk, FleetFocus, or equivalent.
- Highly organized and detail-oriented, with the ability to manage multiple open roadside events simultaneously.
- Strong computer, phone, customer service, and multitasking skills.
- Team-oriented, proactive, and results-driven approach.
Nice To Haves
- Prior technician or mechanic experience, or familiarity with key vehicle systems.
- Experience in transportation, logistics, or maintenance environments.
- Preferred degree field in Business, Logistics, Automotive Management, or a related discipline.
Responsibilities
- Manage incoming breakdown calls and coordinate timely vendor dispatch for roadside assistance.
- Find and engage qualified vendors capable of meeting the stated service-level targets: onsite within 90 minutes and vehicle repaired or safely off the road within three hours.
- Communicate with vendors, customers, and internal teams to monitor progress and provide updates until each event is complete.
- Act with urgency and accountability to minimize vehicle downtime and support customer satisfaction.
- Verify repairs meet customer and safety standards.
- Identify and escalate vendor performance issues to leadership and vendor management.
- Record accurate notes, timestamps, and completion details in systems for every roadside event.
- Collaborate with the Vendor Fleet Management team to expand and strengthen the roadside vendor network.
- Support data collection and analysis for SLA reporting, cost tracking, and vendor performance metrics.
- Ensure repairs and roadside activities comply with Amerit’s safety and documentation procedures.
- Deliver responsive, professional, and precise customer service.
Benefits
- Medical, dental, and vision coverage within 30 days.
- Paid vacation, holidays, and sick time.
- 401(k) with company match.
- Life and disability insurance.
- Career advancement opportunities.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
