Emergency Roadside Service Coordinator

Action Resources•Houston, TX

21h

About The Position

The role is responsible for incoming breakdown/repair calls, setting up the repairs, notifying the terminal, customer service, and the customer as necessary, as well as other duties as assigned. The candidate is required to make situational decisions for each call to insure the safety of the driver, as well as the most economical and prompt resolution of the repair for peak utilization of equipment and personnel.

Requirements

High school diploma or equivalent.
Proficient computer skills, including Microsoft Office suite (Excel, Outlook, etc.).
Good communication skills, both oral and written.
Ability to show empathy to the needs of drivers, operations, and all company employees or customers, and effectively communicate those needs to others inside and outside of the company.
Maintain a professional attitude and demeanor in all forms of communication with everyone at every level, inside and outside the company.
Self-starter, goal-oriented, and seeks to grow knowledge and skill sets.

Nice To Haves

Experience in the transportation industry (operations, breakdowns, or maintenance).
Experience in McLeod and/or Dossier.
Capability to adapt to a vigorous work environment with fast-shifting priorities and demands, with little or no guidance.
Proficiency in receiving information and accurately relaying it via phone, email, or Teams.
Proficiency in handling information with maximum accuracy and attention to detail, and follow-up.
Capability to effectively manage time and assets to complete daily/weekly/monthly tasks.
Capability to work both individually and as part of a team, including interactions within the company at all levels and outside the company with vendors, external customers, or any other inbound caller.
Capability to meet or surpass customer requirements and expectations to provide superior service.

Responsibilities

Handle inbound calls from drivers/customers/vendors/terminals regarding equipment breakdowns, which are critical and top priority.
Assist or route any other inbound calls to the appropriate department/terminal.
Set up vendors for breakdowns, including vendor selection and price negotiation with a focus on cost management and time efficiency.
Provide timely notification to the team, operations, customer service, and external customers of breakdowns affecting pick up/delivery, and follow up on repair progress.
Check for warranty coverage on repairs to reduce out-of-pocket expenses.
Create vendor repair orders, ensuring correct coding, VMRS codes, and attaching necessary documentation (estimates, invoices, pictures, authorizations).
Update the PM tab if repairs are part of maintenance and ensure dates are accurate.
Work with internal Action shops to schedule drivers for repairs, PMs, or other maintenance.
Provide after-hours, weekend, and holiday support for driver repairs, ELD support, load info, fuel card issues, hotel & rental car setups, and obtaining permits & registrations.
Provide after-hours, weekend, and holiday support for all other inbound calls, which may include customers, new hires, etc.