Automotive Service Coordinator

Location: On-Site at 1876 Everlee Road, Jacksonville, FL 32216.

About the role

As an Automotive Service Coordinator, you will dispatch calls for emergency roadside assistance to members and/or club fleet personnel via radio, telephone, or electronically. You will receive and manage calls related to emergency and/or commercial road service using a computer-aided call processing system. You will perform geographical location spotting and map reading to provide detailed instructions to Fleet Service or contracted personnel, determine member/customer locations, and serve as a back-up Driver when needed to ensure quality service.

Responsibilities

• Monitor dispatched calls and proactively resolve service issues or potential disruptions.
• Handle driver and customer escalations in accordance with established procedures.
• Communicate service updates to customers and document service-related concerns.
• Close service requests using the company’s electronic dispatch system.
• Accept member/customer payments as needed and assist with basic payment issue resolution.
• Maintain accurate payment records, files, and documentation.
• Track inventory, vehicle maintenance records, and request replacement tools or equipment when necessary.
• Ensure proper maintenance of tow trucks, service vehicles, and equipment.
• Assist team members and support less-experienced dispatchers as needed.

Requirements

• High school diploma, GED, or equivalent.
• Valid state driver's license with a good driving record; Illinois-based employees must hold a valid Illinois Class C Non-CDL license.
• Ability to pass and maintain drug screening, MVR, criminal background, and DOT health requirements.
• Prior tow truck or related driving experience, with the ability to operate tow trucks, light service vehicles, and associated equipment.
• Strong customer service, communication, and interpersonal skills; fluent in speaking, reading, and writing English.
• Ability to perform basic mathematical calculations, maintain records and reports, locate addresses and intersections efficiently, and provide directions and guidance to others.
• Ability to perform minor automotive repairs, such as changing belts and hoses, and safely lift up to 75 pounds.
• Knowledge of towing procedures and equipment, including safety chains, slings, J-hooks, dollies, lockout tools, wheel lifts, and rollback trucks.
• Willingness to work irregular hours and in adverse weather conditions as needed.

Work Environment

Works 50% of the time in a normal office environment. Frequently (50% or more) spends time driving service vehicles and/or tow trucks to provide emergency road service to AAA members, employees, and the general public, with exposure to road hazards and temperature extremes.

Schedule

Must be available to work a flexible schedule, which may include evenings, weekends, holidays, and overtime based on business needs and member demand.

Pay

• Hourly rates starting at $25.00 per hour (rate may vary by location and experience).
• Overtime opportunities paid at time-and-a-half.
• Shift differentials: 5% premium for hours worked between 5:00 PM - 11:00 PM; 10% premium for hours worked between 11:00 PM - 5:00 AM.
• $250 Quarterly Perfect Attendance Bonus.

Benefits

Health & Wellness

• Medical plans with multiple coverage options, including HSA eligibility.
• Prescription drug coverage.
• Dental and vision benefits.
• Employee Assistance Program (confidential support services).

Financial Protection & Insurance

• Company-paid basic life insurance.
• Optional supplemental life insurance and dependent coverage.
• Short-term and long-term disability coverage.
• Critical illness, accident, and pet insurance options.

Retirement & Savings

• 401(k) plan with 3% automatic deferral upon eligibility; may contribute 1% to 50% of eligible earnings, either pre- or post-tax.
• Company match of 50% paid on employee contributions up to 6% of pay, payable following the end of the year; immediate vesting.
• Additional company contribution of 4% of pay each payday into your account; 100% vested after three years of service.
• Health Savings Account (HSA) and Flexible Spending Accounts (FSA) options.

Time Off & Leave

• Paid Time Off (PTO): Accrual-based, increases with tenure, eligible at 90 days of employment. Full-time new employees receive up to 12 PTO days annually; accrual based on start date and may include additional PTO based on role and/or state & local requirements. Part-time employee PTO hours are calculated based on standard weekly hours scheduled and accrue at a minimum of 3 hours per month.
• Paid Holidays: Full-time employees are eligible for 10 company-paid holidays annually, plus 1 mental health day, 2 floating holidays, and 1 volunteer day. Part-time employees are eligible for 8 company-paid holidays annually, plus 1 mental health day and 2 floating holidays.
• Paid leave programs, including parental, bereavement, jury duty, and military leave.

Career Growth & Education

• Tuition assistance (up to $5,250 annually; 80% covered by ACG).
• Professional certification support with 100% reimbursement for eligible programs.
• Opportunities for career development and advancement.

Additional Perks

• Complimentary AAA membership with roadside assistance and travel discounts.
• Adoption assistance program.
• Fully paid training to build skills needed for success.